Post on 07-Nov-2014
description
transcript
Building Quality Service Management
How organisations can benefit from ITIL® and ISO 20000
Pim Arends,
Consultant/Trainer
Ricoh Academy EMEA
Value Proposition Learning
2
The Ricoh Mission
• Our Purpose:
To constantly create new value for the world
at the interface of people and information.
• Our Goal:
To be a good global corporate citizen with
reliability and appeal.
• Our Principles:
• To think as an entrepreneur
• To put ourselves in the other person’s place
• To find personal value in our work
• Goal:
• To be the Leader in the 21st Century
• Philosophy:
• Love your neighbour
• Love your country
• Love your work
• Values:
• Harmonise with the environment
• Simplify your life and work
• Support Knowledge Management
3
The Ricoh Way
Organisation (RGSE)
4
UK
Head Office
EMEA
France Sweden Norway Italy Spain Nether-
lands Belgium
GLOBAL CUSTOMERS
C
O
N
T
R
A
C
T
–
S
L
A
Germany Etc.
SERVICE DELIVERY SERVICE DELIVERY
Opco’s
Aim for Excellence
• Quality
• Consistent and one level from all Opco’s
• Efficiency
• Co-operation and internal lateral communication
• Flexibility
• Centralise what must be central, decentralise if possible
• Innovation
• One step in front of competition
5
Ricoh Value Propositions
6
ITS
OSB
Office
Workflow
Solutions
MDS
Managed Document Services IT Services
Outsourcing Business Innovation
Value Proposition Learning
7
ITS
OSB
Office
Workflow
Solutions
MDS
Managed Document Services IT Services
Outsourcing Business Innovation
Change
Management
(Prosci/ADKAR)
Project
Management
(PRINCE2™)
Service
Management
(ITIL® &
ISO20K)
Learning and Development
Service Management
• Worldwide Best Practice
• One global approach towards customers:
one way of delivering services, one type of KPI’s
• It is (or becomes) required by customers
• One “language”
• Individual Certification (IT Service Management)
• Organisational Certification (ISO/IEC 20000)
8
Why ITIL® and ISO 20000?
Benefits:
• Process oriented is customer focused:
• Focus on quality, efficiency and flexibility
• Focus on long term relationship with
customers
• MDS
• ITS
• OSB
9
ITIL
ITIL
Critical successfactors:
• Awareness, management commitment and
support from all staff
• Other roles, accountabilities and
responsibilities (new RACI structure)
• Organisation wide change of structures,
systems and culture
10
Ricoh Service Management
• Enhanced Service Management
Program
• Awareness (target: Management)
• Foundation (target: service staff0
• Associate Consultant/Auditor (target:
process managers)
• Consultant/Manager (target: QM)
• Content
• Service Management
• ITIL®
• ISO/IEC 20000
• Exam ITSM by EXIN
11
12
Ricoh ESM program
EXIN
• Experience (more than 15 years) in ITIL®
• Independent Examination Institute
• Multilingual exam options
• Global operations
• Examination: Comprehension of content more
important than only knowledge
• Customer focused
13
EXIN and RICOH
• Opco’s in almost every country in EMEA and global
• English is business language, but not all staff understand English
• Exams from EXIN possible in many languages
• Exin has offices in various countries – EMEA and global
• Ricoh focuses on ITIL introduction
• Exams should focus more on practical use rather than theory
• EXIN exams are focused on daily practice and comprehension
• Ricoh needs examination for special roles
• EXIN provides custom made independent, recognized exams
14
Why EXIN as partner of RICOH?
Ricoh introduction of ITIL
• Iniatition in 2 – 3 countries (Opco’s): training, workshops
• Starting in a small, independent business unit
• E.g. Video-conferencing, ITS.
• Several processes managed by one person
• Extend to other units/services
• More managers for the processes needed (split up process mgt)
• Align processes with other Opco’s and HQ
• Central leading role for Ricoh Global Services (HQ)
• Support from Academy
• Trainer is also consultant (competency requirement)
• Academy is supporting with providing program office
15
Certification on ISO/IEC 20000
• After introduction of ITIL, certification will be
acquired
• Four ISO certifications for Ricoh:
ISO 9000
ISO 14000
ISO 20000
ISO 27000
16
17
Questions?
18
Thank you.
Endorsements for EXIN’s ITSM Program
• "The EXIN program is a great program, as is it not limited to ITIL, but the first program to really
address IT Service Management from the perspective of the standards.“
John Custy, ITSM Consultant/Educator, JPC Group
• "I find that ITSM according to ISO 20000 is a good approach for companies and individuals who are
not (yet) bound to any specific framework. The examination scheme provides an insight in people’s
knowledge and experience in the generic field of ITSM.“
Alexander Kist, Owner, New Skool BV, and International Executive Board member, itSMFI
• Even back in 2008, the itSMf Netherlands jury, upon awarding EXIN’s ITSM program the Innovation
Award, agreed that "EXIN's newest qualification program IT Service Management according to
ISO/IEC 20000, promises to bring important improvements to the IT Service Management field.“
Arjen Droog, Former Director of itSMF Netherlands