ITIL® and ISO/IEC 20000ITIL and ISO/IEC 20000
B tt T thBetter Together
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About ITSM AcademyAbout ITSM Academy
Accredited ITSM Education ProviderITIL® Foundation (V2 and V3) ITIL® Foundation Bridge CourseITIL® Practitioner Service ManagerITIL® Practitioner, Service ManagerISO/IEC 20000 certificationsPractical workshops
PMI Global Registered Education ProviderPublic Training Center in Fort Lauderdale, FLCorporate on site classesCorporate on-site classesOver 11,000 learners trained since 2003
2007 - Awarded Federal Government Schedule Contract (GSA)
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allowing ITSM Academy to become a premier provider of ITSM education to the US Government
What is ITIL®?What is ITIL ?
Documented best practice guidance for an integratedDocumented best practice guidance for an integrated process approach to Service Management as required by ISO/IEC 20000Version 3 (2007) is comprised of five core books where each publication represents a stage in the lifecycle of an IT Servicelifecycle of an IT ServiceThe Core Library is applicable to all service organizations and service providers
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ITIL® Service LifecycleITIL Service Lifecycle
The ITIL® V3 Core Library is ybuilt around a service lifecycleService Strategy defines policies and objectivespolicies and objectivesService Design, Service Transition and Service Operation implement strategiesOperation implement strategiesContinual Service Improvement prioritizes improvements based on strategic objectives
Service Strategy is the axis
around which the lifecycle t t
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rotates
What is ISO/IEC 20000?What is ISO/IEC 20000?
An auditable international standard for service managementAn auditable international standard for service management that promotes an integrated process approach to effectively delivering IT Services that meet business and customer requirementsrequirements
It does not assess the quality of a service or productIt does certify effective processes
ISO/IEC 20000 defines a Quality Management System (QMS)
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SO/ C 0000 de es a Qua ty a age e t Syste (Q S)for IT Service Management
ISO/IEC 20000: S i M t St d dService Management Standard
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ISO/IEC 20000 S i d Eli ibilit C id tiScoping and Eligibility Considerations
Can only be awarded to a single legal entityCan only be awarded to a single legal entityMust define the services coveredService provider doesn’t have to own the infrastructure
Business Customers
(End User organization - EUO)
infrastructureCommercial infrastructure arrangements are not relevantMust be clear on the role of suppliers
Service Provider(Internal or External)
ppMust provide evidence that all ISO/IEC 20000 requirements are metShould consider other certifications such as
Lead Supplier(s)
ISO 9000, ISO 27001, etc.
Subcontracted supplier(s)A Service Provider must demonstrate
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management control of each of the ISO/IEC 20000 processes
ITIL® and ISO/IEC 20000ITIL and ISO/IEC 20000
ITIL® is a framework for ISO/IEC 20000 is an auditableITIL® is a framework for defining and improve service management ITIL® offers a body of
ISO/IEC 20000 is an auditable international standard for service managementISO/IEC 20000 provides anITIL® offers a body of
knowledge for achieving and maintaining ISO/IEC 20000ITIL® is not auditable or
ISO/IEC 20000 provides an impartial benchmark for ITSM implementationsISO/IEC 20000 improvesITIL® is not auditable or
prescriptiveISO/IEC 20000 improves documentation and tool usage by requiring evidence of intentions and activitiesand activities
Together they ensure a sustainable program of continual service
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program of continual service improvement
What are the benefits?What are the benefits?
Business IT Management and StaffBusinessCompetitive advantageBusiness – IT alignment
IT Management and StaffBetter understanding of business, roles and
Supplier alignmentImproved IT servicesAccepted method of
processes Managed risks and costsImproved productivityp
assessment and audit Improved governanceImproved documentationReduced fire-fightingReduced fire fighting
Applying the ISO/IEC 20000 standard to an
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ITSM implementation will drive organizational change
Want to Learn More?
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ITIL® V3 EducationITIL V3 Education
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ITIL® Overview - non-certification
ISO/IEC 20000 EducationISO/IEC 20000 Education
ISO/IEC 20000 Overview (non-certification)ISO/IEC 20000 Overview (non-certification)ISO/IEC 20000 Foundation (EXIN)
Understands
ISO/IEC 20000 Advanced (EXIN)(new three tier scheme to be announced)
Builds and MaintainsBuilds and MaintainsAchieves ISO/IEC 20000Prerequisite: ISO/IEC 20000 Foundation
ISO/IEC 20000 Consultant (itSMF)
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RecommendedITIL® d ISO/IEC 20000 Ed tiITIL® and ISO/IEC 20000 Education
Role ITIL® ISO/IEC 20000Role ITIL ISO/IEC 20000Senior IT Management
• ITIL® Overview • ISO 20K Overview
Implementation • ITIL® Foundation • ISO 20K ConsultantImplementationTeam
• ITIL® Foundation• ITIL® Lifecycle Stream
(ITIL Diploma - Business)
• ISO 20K Consultant• ISO 20K Advanced
(Achieving ISO 20K)Process • ITIL® Foundation • ISO 20K FoundationProcessManagers
ITIL Foundation• ITIL® Capabilities Stream
(ITIL® Diploma - Practitioner)
ISO 20K Foundation
IT Staff • ITIL® Foundation • ISO 20K OverviewInternal Auditors
• ITIL® Foundation • ISO 20K Consultant
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Training staff at appropriate levels significantly fulfills Section 3.3 of ISO/IEC 20000 (Competence, Awareness and Training)
ITSM Academy, Inc.ITSM Academy, Inc.
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Questions and AnswersQuestions and Answers
Thank you for attending
ITSM Academy, [email protected]. 888. 872. ITSM (4876)
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