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- Certification is “owned” by the itSMF, and is the new
international Quality Standard for IT Service Management.
- The first worldwide standard specifically aimed at IT Service
Management. It describes an integrated set of management processes f=
or
the effective delivery of services to the business and its
customers.
- Based on the IT Infrastructure Library (ITIL®) guidan=
ce,
the Standard was first released in 2000 as BS15000:2000, re-issued in
2002 as BS 15000-1:2002, re-issued in 2003 as BS15000-2:2003 and most
recently published in December 2005 as ISO/IEC 20000:2005.
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- In 2002, Gartner stated it’s belief in BS15000 as providing
“a major step toward IT service delivery becoming mature and
stable with a level of cross enterprise consistency”. Gartner identified many ben=
efits
to industry, end-user enterprises and external service providers whi=
lst
stressing the importance of BS15000 being seen “…. to dr=
ive
improvements and not bureaucracy”.
- Gartner recommendations include:
- Enterprises should adopt ITIL service management as a discipline
- All improvements should be based on ITIL and BS15000 so that future
Certification is possible
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- BS ISO/IEC20000 is fast becoming a basic business requirement in the
same way as ISO9000
- It helps to enforce ‘best practice’ process compliance=
li>
- Enables your Business to operate more effectively
- It presents a method of review and assessment linked to continuous
improvement
- The Standard is aligned with ITIL® (IT Infrastructure
Library)
- ITIL is a proven best practice process framework
- The Standard provides a level of quality for activities which can be
audited
- Certification means you can prove you are deploying best practice
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- Your organisation will become more competitive, reducing risk, cost =
and
time to market new products and services
- Certified Service Providers become more responsive, with
business-lead Services rather than technology-lead
- The Standard provides the ability for organisations to manage suppli=
ers
more effectively
- As a Service Provider, your IT Service(s) are more likely be
chosen, or renewed over that of a competitor that does not demonstra=
te
BS ISO/IEC 20000 Certification - providing both a competit=
ive
edge and demonstrating a visible commitment to managing the provisio=
n of
IT Services.
- The Standard provides operational benefits which clearly demonstrate
Service reliability and consistency – critical in any environm=
ent
where business survival and potential growth are paramount
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- Is not a product standard
- Is not a service standard
- It is a Management Systems Standard that says ……
- . . . Your processes are effective
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- The itSMF currently owns the Certification Scheme
- The Scheme was launched July 2003
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- BS ISO/IEC 20000 is aimed at organisations providing a Service
Management operation, whether internal or external
- Certification is NOT possible for products such as Service Management
tools
- Certification is NOT appropriate for an organisation which provides =
best
practice advice/consultancy.
However, consultancies can provide advice to assist you when
planning for, and implementing, the Standard.
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- Firstly:
- Establish your eligibility.
- At Acerit we specialise in assisting organisations to determine th=
eir
eligibility.
- We provide consultancy services to help you understand the Strateg=
ic,
Operational and Market implications.
- We provide overview workshops and awareness sessions to help your =
team
understand fully the Standards’ requirements.
- We provide consultancy services to help you gauge Stakeholder buy-=
in
and benefits.
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- Secondly:
- Define the Scope.
- Defining the Scope of your BS ISO/IEC 20000 audit programme
incorrectly can be an expensive and time-consuming mistake.
- At Acerit we can assist you to accurately define your Scope and fu=
lly
appreciate all the necessary steps required to achieve Certificati=
on.
Our Consultants are fully Certificated BS ISO/IEC 20000 Auditors a=
nd
though we will not be able to audit your implementation – as
this would present a conflict of interests - who better than a
Certificated Auditor to advise you?
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- Thirdly:
- Understand and agree your business drivers in relation to obtaining=
the
Standard?
- There’s no point in aiming to achieving the Standard simply =
for
the sake of it!
Additionally, your workforce, peer group and Board members =
all
benefit from being able to put the project, and themselves, into
context.
- At Acerit, we can assist you in defining and communicating the main
objectives – the tangible deliverables – sought.
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- And finally:
- Planning and Implementation
- We provide consultancy services to assist you:
- Design your Service Improvement Plan
- Communications Strategy
- Stakeholder Assessment
- Facilitate the necessary organisational transformation
- Carry out a ‘Gap Analysis’ to establish your current
process positioning against BS ISO/IEC 20000 – where are you
now?
- Provide consultancy advice when selecting your Auditor Organisati=
on
- Guide and Assist you in implementing the 16 Standard Processes.=
li>
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- Certificates are valid for 3 years
- Annual surveillance visits/audits are required
- Internal audits are required by Part 1 of the Certification Scheme=
li>
- If a major non-conformity is found, the auditor may require a follow=
-up
audit
- On the 3rd anniversary, a full re-certification audit wil=
l be
carried out
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- Thank you for visiting Acerit Limited. Please don’t hesitate=
to
contact us.
- Email:
- iso20000@acerit.com
- enquiry@acerit.com
- Web:
- Advice Line:
- 0905 239 0901 (Calls =
cost
£1.00 per minute, UK, at all times.)
- Phone/Fax:
- 01455 459247
- Acerit Limited, PO Box 8271, Hinckley, Leicestershire, LE10 9AN.
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