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 - Third Edition

Ivanka Menken

Description

The first and second editions of this book are regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the authors once again present a step-by-step guide to ISO/IEC 20000.

The aim of ISO 20000 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.

The primary goal of this book is to provide the quality education and support materials needed to enable the understanding and application of the ISO/IEC 20000 standard in a wide range of contexts, this IS the best-selling ISO/IEC 20000 quality management handbook from one of the worlds leading experts on the ISO 20000 family of standards.

Plus, in this third edition of the book, with improved and updated content, in accordance with the release of Part 3 of the standard, 'Guidance on scope definition and applicability of ISO/IEC 20000-1'. Fully updated with the latest experiences of successfully working with the standard from industry and the service sector, plus quality auditors.

Analyzes 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.

Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management and ISO 20000, this book should do at least as well as the first and second edition, which is a bestseller.

Sujets

• Management
• Business
• Economics
• Gestion et management

Informations

• Publié par: Emereo Publishing
• Date de parution: 24 octobre 2012
• Nombre de lectures: 0
• EAN13: 9781486433193
• Langue: English
• Poids de l'ouvrage: 4 Mo

Extrait

Foreword

As an education and training organization within the IT Service Management (ITSM) industry since 1998, we have watched with enthusiasm as ISO/IEC 20000 has grown and progressed over the years. The evolution of the core principles and practices included in the standard provides the holistic guidance needed for an industry that continues to mature and develop at a rapid pace. The aim of ISO 20000 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. Our primary goal is to provide the quality education and support materials needed to enable the understanding and application of the ISO/IEC 20000 standard in a wide range of contexts. In this third edition of the book, we have updated the content in accordance with the release of Part 3 of the standard, „Guidance on scope definitionand applicability of ISO/IEC 20000-1‟. We hope you find this book to be a useful tool in your educational library and wish you well in you IT Service Management career! The Art of Service © The Art of Service Pty Ltd „All of the information in this document is subject to copyright. No part of this document may in any form or by any means (whether electronic or mechanical or otherwise) be copied, reproduced, stored in a retrieval system, transmitted or provided to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.‟

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Notice of Rights

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. Notice of Liability

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. Trademarks Many of the designations used by manufacturers and sellers to distinguish their

products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names

and services identified throughout this book are used in editorial fashion only

and for the benefit of such companies with no intention of infringement of the

trademark. No such use, or the use of any trade name, is intended to convey

endorsement or other affiliation with this book.

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Table of Contents

FOREWORD .............................................................................................................................. 1 1INTRODUCTION ................................................................................................................ 7 1.1W HAT IS ITS ERVICE M ANAGEMENT ? .................................................................................... 7 1.2W HAT ARE S ERVICES ?......................................................................................................... 9 1.3P ROCESSES ..................................................................................................................... 11 1.3.1Defining Processes .................................................................................................. 11 T HE F OUR P ERSPECTIVES (A TTRIBUTES ) OF ITSM................................................................................ 13 1.4W HAT IS ISO/IEC20000? ............................................................................................... 15 1.4.1......................................................................................... 16History of ISO/IEC 20000 1.4.2The Future of ISO/IEC 20000 ................................................................................... 16 1.4.3The ISO/IEC 20000 Standard ................................................................................... 17 1.5C OMMON T ERMINOLOGY .................................................................................................. 19 1.5.1Auditing & Certification .......................................................................................... 26 1.5.2Benefits of ISO/IEC 20000 ....................................................................................... 29 1.6A SSOCIATED F RAMEWORKS ................................................................................................ 30 1.6.1ITIL®......................................................................................................................... 30 1.6.2CobiT ....................................................................................................................... 32 1.6.333MoF ......................................................................................................................... 1.6.4................................................................................................................. 33Six Sigma 1.6.5CMMi ...................................................................................................................... 33 1.7O THER ISOS TANDARDS .................................................................................................... 34 1.7.1ISO 9000 .................................................................................................................. 34 1.7.2................................................................................................................ 34ISO 15504 1.7.3................................................................................................................ 35ISO 27001 1.7.4ISO 17799 ................................................................................................................ 35 2ROLES & RESPONSIBILITIES WITHIN ISO/IEC 20000 ........................................................ 36 2.1B USINESS AND ITA LIGNMENT ............................................................................................ 38 2.2ISO/IEC20000P ROCESSES .............................................................................................. 40 3SCOPING......................................................................................................................... 42 3.1L IMITS TO S COPE .............................................................................................................. 45 3.2C HANGING S COPE ............................................................................................................ 47 3.3S UPPLIERS ,L EAD S UPPLIERS AND S UB -C ONTRACTORS ............................................................. 48 4PLANNING & IMPLEMENTING SERVICE MANAGEMENT.................................................. 50 4.1PDCA............................................................................................................................ 50 4.1.1Plan ......................................................................................................................... 51 4.1.2Do............................................................................................................................ 53 4.1.3Check....................................................................................................................... 53

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4.1.4Act ........................................................................................................................... 54 4.2P LANNING &I MPLEMENTING N EW OR C HANGED S ERVICES ...................................................... 57 5SERVICE DELIVERY PROCESSES........................................................................................ 59 5.1S ERVICE L EVEL M ANAGEMENT ............................................................................................ 59 5.1.1Agreements and Contracts ..................................................................................... 61 5.1.2........................................................................ 62Service Level Agreement Structures 5.1.3The Typical Contents of SLAs................................................................................... 64 5.1.4Service Level Management Activities...................................................................... 65 5.1.5Service Improvement Plans ..................................................................................... 66 5.1.6Service Catalog ....................................................................................................... 66 5.1.7Interfaces with Other Processes.............................................................................. 68 5.2S ERVICE R EPORTING ......................................................................................................... 70 5.2.1Interfaces with Other Processes.............................................................................. 71 5.3S ERVICE C ONTINUITY &A VAILABILITY M ANAGEMENT ............................................................. 73 5.3.1Activities - Service Continuity Management ........................................................... 74 5.3.2Activities - Availability Management ...................................................................... 76 5.3.3Interfaces with Other Processes.............................................................................. 78 5.4B UDGETING &A CCOUNTING FOR ITS ERVICES ....................................................................... 81 5.4.1.................................................................................................. 81The Financial Cycle 5.4.2Interfaces with Other Processes.............................................................................. 83 5.5C APACITY M ANAGEMENT .................................................................................................. 85 5.5.1Sub processes of Capacity Management ................................................................ 85 5.5.2Activities.................................................................................................................. 87 5.5.3Interfaces with Other Processes.............................................................................. 88 5.6I NFORMATION S ECURITY M ANAGEMENT .............................................................................. 90 5.6.1Information Security Management Activities ......................................................... 91 5.6.2Interfaces with Other Processes.............................................................................. 93 6RELATIONSHIP PROCESSES ............................................................................................. 96 6.1B USINESS R ELATIONSHIP M ANAGEMENT .............................................................................. 97 6.1.1Interfaces with Other Processes.............................................................................. 99 6.2S UPPLIER M ANAGEMENT ................................................................................................. 101 6.2.1Supplier and Contract Database (SCD) ................................................................. 101 6.2.2Interfaces with Other Processes............................................................................ 103 7RESOLUTION PROCESSES .............................................................................................. 106 What is the difference between an Incident and a Problem? ............................................ 106 7.1I NCIDENT M ANAGEMENT ................................................................................................. 107 7.1.1Activities................................................................................................................ 107 7.1.2Major Incidents ..................................................................................................... 110 7.1.3Interfaces with Other Processes............................................................................ 111 7.2P ROBLEM M ANAGEMENT ................................................................................................ 112

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7.2.1Reactive Problem Management ........................................................................... 113 7.2.2Proactive Problem Management .......................................................................... 115 7.2.3Interfaces with Other Processes............................................................................ 116 8CONTROL PROCESSES ................................................................................................... 118 8.1C ONFIGURATION M ANAGEMENT ....................................................................................... 118 8.1.1Activities................................................................................................................ 118 8.1.2The Configuration Management Database (CMDB) ............................................. 122 8.1.3Interfaces with Other Processes............................................................................ 123 8.1.4Change Management ........................................................................................... 125 8.1.5Activities................................................................................................................ 126 8.1.6Interfaces with Other Processes............................................................................ 127 9RELEASE PROCESSES ..................................................................................................... 130 9.1R ELEASE M ANAGEMENT .................................................................................................. 130 9.1.1Release Policy........................................................................................................ 131 9.1.2Interfaces with Other Processes............................................................................ 132 10MANAGEMENT OF ISO/IEC 20000 ................................................................................ 134 10.1.1.............................................................................. 135Management responsibility 10.1.2Documentation Requirements.......................................................................... 137 10.1.3Competence, Awareness & Training................................................................. 137 11ISO/IEC 20000 FAQS ..................................................................................................... 138 12CERTIFICATION ............................................................................................................. 154 12.1ISO/IEC20000C ERTIFICATION P ATHWAYS ....................................................................... 154 12.2ITIL®C ERTIFICATION P ATHWAYS ...................................................................................... 155 13ACRONYMS .................................................................................................................. 156 14REFERENCES ................................................................................................................. 161 15INDEX ........................................................................................................................... 163

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1

Introduction

1.1 What is IT Service Management?

IT Service Management is the management of all processes that co-operate to ensure the quality of live services, according to the levels of service agreed with the customer. It addresses the initiation, design, organization, control, provision, support and improvement of IT services, tailored to the needs of the customer

organization. The term IT Service Management (ITSM) is used in many ways by different management frameworks and organizations seeking governance and increased maturity of their IT organization. Standard elements for most definitions of ITSM

include:  Description of theprocessesrequired to deliver and support IT







Services for customers

The purpose primarily being to deliver and support the products or

technology needed by the business to meet key organizational

objectives or goals

Definition of roles and responsibilities for the people involved including

IT staff, customers and other stakeholders involved

The management of external suppliers (partners) involved in the delivery

and support of the technology and products being delivered and

supported by IT.

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The combination of these elements provides the capabilities required for an IT organization to deliver and support quality IT Services that meet specific business needs and requirements. IT Service Management gives the following benefits to the customer: Provision of IT services becomes more customer-focused and the  relationship between the service provider and the customer is improved through agreements about service quality.







The services are better described, in customer language and in more

appropriate detail. The availability, reliability, cost and other quality aspects of the service are better managed.

Communication with the IT organization is improved by agreeing on

points of contact.

IT Service Management gives the following benefits to the organization as

a whole: The IT organization develops a clearer structure, is more efficient and is  more focused.







The IT organization is more in control of the infrastructure and the

services it has responsibility for.

An effective process structure provides a framework for the effective

outsourcing of the IT services.

Best practice encourages a cultural change.

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

Frameworks can provide coherent frames of reference for internal

communication (and with suppliers) for the standardization and

identification of procedures.

1.2 What are Services?

The concept ofIT Servicesas opposed toIT componentsis central to

understanding the Service Lifecycle and IT Service Management principles in general. It requires not just a learned set of skills, but also a way of thinking that often challenges the traditional instincts of IT workers to focus on the individual

components (typically the applications or hardware under their care) that make

up the IT infrastructure. The mindset requires instead an alternative outlook to

be maintained, incorporating the „end-to-end Service‟ perspective for what their

organization actually provides to its customers. The official definition of a Service is “a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks”. Well what does this actually mean? To explain some of the key concepts I will use an analogy that most (food lovers) will understand. While I do enjoy cooking, there are often times where I wish to enjoy quality food without the time and effort required to prepare a meal. If I was to cook, I would

need to go to a grocery store, buy the ingredients, take these ingredients home,

prepare and cook the meal, set the table and of course clean up the kitchen afterwards. Alternatively, I can go to a restaurant that delivers aservicethat provides me with the same outcome (a nice meal) without the time, effort and

general fuss required if I was to cook it myself.

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Now consider how I would identify the quality and value of that service being

provided. It isn‟t just the quality of the food itself that will influence my

perceptions, but also:

 The cleanliness of the restaurant  The friendliness and customer service skills of the waiters and other staff ambience of the restaurant (lighting, music, decorations etc.) The  The time taken to receive my meal (and was it what I asked for?)  Did they offer a choice of beverages? If any one of these factorsdoesn‟tmeet my expectations, then ultimately the perceived quality and value delivered to me as a customer is negatively impacted. Now, relate this to our role in provisioning an IT Service. If we, as IT staff, focus only on the application or hardware elements provided and forget or ignore the importance of the surrounding elements that make up the end-to-end service, just like in the example of the restaurant, the customer experience and perceived quality and value will be negatively impacted. But if we take a Service-oriented perspective, we also ensure that:

 





Communication with customers and end users is effectively maintained

Appropriate resolution times are maintained for end user and customer

enquiries Transparency and visibility of the IT organization and where money is being spent is maintained

The IT organization works proactively to identify potential problems that

should be rectified or improvement actions that could be made.

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