ISO/IEC 20000 Certification and Implementation Guide - Standard Introduction, Tips for Successful ISO/IEC 20000 Certification, FAQs, Mapping Responsibilities, Terms, Definitions and ISO 20000 Acronyms

Claire Engle

Description

The Art of Service has collected the experiences of organizations, quality managers and auditors who have actually worked with the present version of the ISO 20000 standard. This hard-won experience is presented here in this leading guide to understanding and satisfying the requirements of ISO/IEC 20000, and to applying the principles that underpin this internationally recognized family of standards for managing and communicating quality of IT Service Management Processes.
The best-selling ISO/IEC 20000 quality management handbook from one of the worlds leading experts on the ISO 20000 family of standards.
Fully updated with the latest experiences of successfully working with the standard from industry and the service sector, plus quality auditors.
Analyses each section, clause and requirement in detail, with practical implementation guidance.
Whether establishing an ISO/IEC 20000 quality management system for the first time, or upgrading an existing system, this handbook is ideal for students, practitioners, managers, instructors and auditors. It is supported by a wide range of solutions, FAQs, tips for implementers, and a glossary of terms that will be invaluable in any sector, industry, business or organization.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Total Quality Management
• Gestion et management
• Economics

Informations

• Publié par: Emereo Publishing
• Date de parution: 24 octobre 2012
• Nombre de lectures: 0
• EAN13: 9781921644696
• Langue: English
• Poids de l'ouvrage: 1 Mo

Extrait

ISO/IEC 20000 Certification and Implementation Guide - Standard Introduction, Tips for Successful ISO/IEC 20000 Certification, FAQs, Mapping Responsibilities, Terms, Definitions and ISO 20000 Acronyms

Copyright © 2008

Notice of rights

ISO/IEC 20000 Guide

All rights reserved. No part of this book may be reproduced or transmitted in

any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

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The information in this book is distributed on an “As Is” basis without warranty. While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products

described in it.

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ISO/IEC 20000 Guide

PRESENTATION......................................................................4 MAPPING RESPONSIBILITIES..........................................46 Understanding ‘who does what’......................................... 46 Techniques............................................................................. 46 RACI Matrices....................................................................... 52 TIPS FOR SUCCESSFUL ISO/IEC 20000 CERTIFICATION SUMMARY..............................................56 ISO/IEC 20000 FREQUENTLY ASKED QUESTIONS....58 What is ISO/IEC 20000?.................................................... 58 What are the benefits of ISO/IEC 20000 certification?. 58 Who is ISO/IEC 20000 for and why should I be interested?............................................................................. 59 Why are Standards important?........................................... 59 How is certification achieved?............................................ 59 Who are the certification bodies?....................................... 60 How long will it take to become ISO/IEC 20000 certified, and how much will it cost?.................................................. 60 How is conformance with ISO/IEC 20000 demonstrated? ................................................................................................. 60 What is BS15000?................................................................. 61 I have BS15000 consultant/auditor qualification. What happens to that?.................................................................... 61 I have been working to achieve BS15000. Is this a wasted effort?..................................................................................... 61 How does the transition between BS15000 to ISO/IEC 20000 certification work?................................................... 62 I already have ISO 9000 certification. Why do I need ISO/IEC 20000?................................................................... 62 Is an existing ISO 9001 certification of benefit?.............. 62 Which other frameworks can be used with ISO 20000?63 As a business seeking ISO/IEC 20000 certification, what external help is available?.................................................... 63 As an ITIL Service Management Consultant with an interest in ISO/IEC 20000, how can I help my clients?. 63

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ISO/IEC 20000 Guide

I believe there are many quality standards available. How do they compare and overlap?............................................ 64 In what ways will ISO/IEC 20000 help me?.................... 65 Our IT is distributed around the UK (and even overseas). Can sites be certified separately?........................................ 65 We do not have all the processes in place. Can we become part-certified?........................................................................ 66 What Are the Benefits of ISO/IEC 20000 Certification?66 What are the origins of ISO/IEC 20000?......................... 67 What is ITIL?......................................................................... 67 Isn’t ITIL Best Practice?...................................................... 68 Will ISO/IEC 20000 be readily understood by anyone with ITIL qualifications?..................................................... 68 What is the benefit of the logo?.......................................... 68 Why should I seek certification through the itSMF managed scheme?................................................................. 69 Our IT is distributed internationally. Can sites be certified separately?............................................................................. 69 Are customers already asking for ISO/IEC 20000 and BS15000 in tender documents?.......................................... 69 TERMS AND DEFINITIONS ASSOCIATED WITH ISO 20000...............................................................................72 LIST OF ACRONYMS ASSOCIATED WITH ISO 20000...............................................................................78 FURTHER READING............................................................82

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ISO/IEC 20000 Guide

PRESENTATION

ISO 20000 Implementation

Tips & Techniques

The aim of ISO 20000 – inherited from BS 15000 – is to ‘provide a common reference standard for any enterprise offering IT services to internal or external customers’. Given the importance of communication in Service Management, one of the most important targets of the standard is to create a common terminology for service

providers, their suppliers and their customers.

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ISO/IEC 20000 Guide

How to approach ISO 20000

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If it works don’t fix it – this is not about perfection. Run a process improvement project Establish process management Integrate with ISO 9001/ISO 27001 Engage your assessor early Map organization & processes to ISO 20000 Plan to fill gaps Identify who needs to know what Get process owners allocated and briefed ISO 20000 & ITIL Foundation Assessors & Implementers – train as ISO 20000 consultants Common repository Assessment – How comfortable are people with assessment

If there are effective processes in place that meet ISO 20000 then stick

with them. Continual improvement will follow.

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Appoint a project manager – as with any project it is important to a single individual to take responsibility.

Use existing quality functions and integrate with ISO 9000.

ISO 20000 Lead Assessor training is now available.

Engage with your assessor early as you need to understand how

they work and ensure they have the relevant qualifications.

Establish process development & deployment process: review, update, deploy, audit and improve.

Common repository ideally accessible online

Assessment – How comfortable are people with assessment. If

people have not been though an ISO 9000 assessment before then they may need coaching on how to handle audits and what is expected.

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ISO/IEC 20000 Guide

Myths of ISO 20000

1. I need to know all about ITIL to get ISO 20000

2. Getting the ISO 20000 Certificate is the end game

3. My organization will have to start from scratch

1. You can obtain ISO 20000 without knowing anything about ITIL.

However, this would be a missed opportunity.

2. No, getting the ISO 20000 certificate is just a stop on the service improvement journey driven by ISO 20000 requirements. 3. Certainly not, your organization is probably doing a lot of what ISO

20000 requires. The processes need to be implemented into your

current environment, not the other way around.

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ISO/IEC 20000 Guide

So why bother?

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Common approach to service management By product of process & service improvement Needed to recognize industry best practice ITIL increasingly recognized internationally Accredited assessment scheme Marketplace demand increasing Market advantage

Other examples of benefits ISO 20000 can bring relate to specific issues

experienced by organizations worldwide e.g.

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Reduced duplication of process development effort

To improve the transfer of staff across accounts and functions

Provide a common framework for driving improvement

Provide a common vocabulary & approach

Tangible returns - reduced cost of ownership, improved service levels

Staff have industry recognized qualifications

Service Management recognized as a valuable role

Clients assured by a certified and industry best practice approach.

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