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ITIL ® and ISO/IEC 20000 ITIL and ISO/IEC 20000 B tt T th Better Together © 2007 ITSM Academy, Inc

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  • ITIL and ISO/IEC 20000ITIL and ISO/IEC 20000

    B tt T thBetter Together

    2007 ITSM Academy, Inc

  • 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)

    2007 ITSM Academy, Inc

    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

    2007 ITSM Academy, Inc

  • 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

    2007 ITSM Academy, Inc


  • 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)

    2007 ITSM Academy, Inc

    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 doesnt 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

    2007 ITSM Academy, Inc

    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

    2007 ITSM Academy, Inc

    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

    2007 ITSM Academy, Inc

    ITSM implementation will drive organizational change

  • Want to Learn More?

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  • ITIL V3 EducationITIL V3 Education

    2007 ITSM Academy, Inc

    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)


    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)

    2007 ITSM Academy, Inc

  • 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

    2007 ITSM Academy, Inc

    Training staff at appropriate levels significantly fulfills Section 3.3 of ISO/IEC 20000 (Competence, Awareness and Training)

  • ITSM Academy, Inc.ITSM Academy, Inc.

    2007 ITSM Academy, Inc

  • Questions and AnswersQuestions and Answers

    Thank you for attending

    ITSM Academy, [email protected] 888. 872. ITSM (4876)

    2007 ITSM Academy, Inc