APPENDIX

PROBLEM ANALYSIS

(ASSUMPTION)

Problem Analysis (Assumptions)

Adopted from http://www.isixsigma.com/tools-templates/cause-effect/cause-and-effect-aka-fishbone-diagram/ Using the 6-sima tool (Fishbone-diagram) to analysis cause and effect

MAN METHOD

MACHINE MATERAL

Problem:Low quality of IT

services

Effect: • Damage business• Damage core

business activities

UnprofessionalNo Service

Measurement

Turn Over of Staffs

Lack of effective Training

Analysis by Fishbone Diagram

Long time Breakdown

Lack of effective Preventive

Maintenance

Less IT Knowledge Base

Less potential skills

Steal confidential data

No good IT Software to Support

Difficult to contact (No single point of

contact)

Not proactive support

Low quality of recording problem

Recurrent ProblemSpend long time to

support

Lost of confidential data

No break-down recording & Root cause analysis

No priority to provide IT services

Information is inadequate to find out the root cause of problems

Less service mind

Don’t understand

business needsThese problems can be solved by Global IT management framework called “ITIL (IT infrastructure

Library)”

If they are also your problems

Problem Summary (Assumption)

MAIN PROBLEMS

SOLVE BY IMPLEMENT ITIL (IT infrastructure Library)

ITIL is global best practices for IT Service Management

MACHINE

1. Long-time Breakdown

2. No effective IT software to support

MAN

3. Unprofessional

4. Less service mind

MATERIAL

1. Loss confidential data

2. Less IT Knowledge base

METHOD

3. Difficult to contact

4. Recurrent Problem

5. No Service Measurement

PART 1.1

HOW THE IT DEPARTMENT

SHOULD BE ORGANIZED AND MANAGED

What is ITIL ?

1. ITIL is the most widely adopted approach for IT Service Management in the world. 

2. It provides a practical framework for identifying, planning, delivering and supporting IT services to the business.

Why use ITIL ?

3. It provides guidance to organizations on how to use IT as a tool to facilitate business change, transformation and growth

4. It can solve all of the problems we had analyzed.

5. It can ensure professionalism in IT service mgt.

1.1) How IT is organized and managed

Organizing and managing IT Dept. following ITIL

What & Why ITIL?

1. Improved IT services

2. Reduced costs

3. Improved customer satisfaction through a more professional approach to service delivery

4. Improved productivity

5. Improved use of skills and experience

6. Improved delivery of third party service

Some Benefits

1. Design IT organization following ITIL Framework

2. Provide a single point of contact for users called “Service Desk”

3. Separate IT department into 2 main functions: Service Support & Service Delivery

How to Manage & Organize ?

Adopted from APM GROUP (No Date). What is ITIL? [online]. Last accessed 11 February 2012 at: http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx

ITIL Framework

end

1.1) How IT is organized and managedIT DIRECTOR

SERVICE DESK

MANAGER

INCIDENT MANAGER

IT MANAGER

SERVICE DESK

ANALYST

SERVICE DESK TEAM

LEADER

SERVICE DESK

ANALYST

CONTRACTSERVICE DESK

ANALYST

CONTRACTSERVICE DESK

ANALYST

INCIDENT ANALYST

INCIDENT ANALYST

PROBLEM MANAGER

PROBLEM ANALYST

PROBLEM ANALYST

CHANGE MANAGER

CHANGE INITIATOR

CHANGE PRACTITI

ONOR

APPLICATION & RELEASE MANAGER

RELEASE ANALYST

SYSTEM ANALYST

CONFIG. MANAGER

CONFIG.ANALYST

CONFIG.ANALYST

SERVICE LEVEL

MANAGER

SERVICE LEVEL

ANALYST

SERVICE LEVEL

ANALYST

SERVICE CONTINUITY MANAGER

SERVICE CONT.

ANALYST

SERVICE CONT.

ANALYST

CAPACITY MANAGER

CAPACITY ANALYST

CAPACITY ANALYST

AVAILABILITY

MANAGER

AVAIL.ANALYST

AVAIL.ANALYST

FINANCIAL MANAGER

FINANCIALANALYST

FINANCIALANALYST

OPERATION (SYSTEM)MANAGER

DATABASE ADMIN.

DATABASE CONSULTANT

EXTERNAL CONTRACTED AGENCY STAFF

INTERNAL STAFF

LegendAPPLICATION CONSULTANT

DEVELOPER

DEVELOPER

DATABASE ADMIN

SYSTEM ADMIN

SECURITY ANALYST

IT OPERATION ANALYST

APLLICATION SUPPORT

PROPOSED IT DEPT.

ORGANIZATIOIN CHART

Some managerscan support more

than one function to reduce human resource and

increase communication

flexibility.The number of managers and employee in each positions

will be assigned later in manpower analysis phase.

IT Dept. will be organized follow ITIL framework

PART 1.2

HOW TO ENSURE THE DEPARTMENT

OPERATES TO AN APPROPRIATE LEVEL

OF IT PROFESSIONALISM

Improving and Controlling IT service standard by ITIL & ISO20000

Continuous IT service quality control and consolidation

Matu

rity

Leve

l

Effective quality improvement

Consolidate of the level reached(ISO2000 Standard)

Business IT

AlignmentP

DC

A

P: Plan (Project Plan)D: Do (Project)C: Check (Audit)A: Act (New Action)

ISO 20000 is the international standard for IT Service management

based on ITIL

ISO20000

• Service Fundamental shift to pro-active rather than re-active processes

• By requiring ownership and responsibility at all IT levels, it creates a progressive ethos and culture

• Provides a benchmark type comparison with best practices (Improve Standard of service)

• Enhanced reputation and perception

How ensure Professionalism?

ITIL ISO 20000Best Practices for

IT Service ManagementStandard for

IT Service Management

Certification for IT PeopleCertification for

Organization

ITIL & ISO20000

ITIL

1.2) How to ensure professionalism

PART 2.1

RANGE OF IT SERVICES

No Service Service Description SERVICE DELIVERY

7Service Level Management

Ensure the service targets are documented and

agreed in Service Level Agreements (SLAs) and monitors and reviews the actual service

levels achieved against their SLA target.Service Delivery

To ensure that IT services are delivered

following business needs(Focus long-term)

8Financial Management

Accounting, Budgeting and Charging

9Capacity Management

Ensure IT resources are available as needed

10Availability Management

Ensure the Availability, Reliability, Security

11IT Service Continuity

Ensure minimum service provision during disaster

2.1) Range of IT services

No Service Service Description SERVICE SUPPORT

1 Service DeskProvide single point of contact between customers, end-users and IT providers

2Incident Management

Ensure IT services are restored as quickly as possible

Service Support

Provide all IT support services to customers & end-users

with a single point of contact(Day-to-day operation)

3Problem Management

Determine the root cause of disruptions

4Change Management

Ensure IT service component changes meet business needs

5Release Management

Version Control, grouping changes, plan & test to protect live IT environment

6Configuration Management

Database of IT component and relationships to provide accurate information

to support other Service Management processes

On behalf of

Business

End-user / Customer

Provide Service

Single point of contact

Adopted from THAI MEDICAL INFORMATION INFORMATICS ASSOCIATION (2002). IT Infrastructure Library (ITIL). [online]. Last accessed 11 February 2012 at: http://www.tmi.or.th/index.php?option=com_content&view=article&id=282&catid=27:it-infrastructure&Itemid=49

Service Desk

2.1) Range of IT services

SUPPORT USERS BY SERVICE DESK & SERVICE SUPPORT

e.g. Incidents & Problems

Not only solve problem but put more strategic work such as1. Needs Assessments2. End-User Testing3. Training

Results:4. Increase customer

satisfaction5. Professionalism

Single point of contact

Change, release and configuration

management are proactive response

that can Reduce impact of change and

improve service quality for business

All data is collected into database for problem analysis & knowledge base

Adopted from VISUAL TRANSLATION (No Date). The ITIL library teaches how a service desk works. [online]. Last accessed 11 February 2012 at: http://visualtranslations.com/training_ITIL.html

2.1) Range of IT services

MANAGE IT SERVICE REQUESTS

Classify all problems in terms of impacts, urgency and priorities: • Reduce business impact • Increase satisfaction

Monitoring IncidentsReduce lost of service

requestsReduce time to recovery

Increase satisfaction

Several ways to support

Adopted from VISUAL TRANSLATION (No Date). The ITIL library teaches how a service desk works. [online]. Last accessed 11 February 2012 at: http://visualtranslations.com/training_ITIL.html

2.1) Range of IT services

SOFTWARE DEVELOPMENT

Change management responses for Analysis & Design software then submit functional requirements to release management. Release team develop software

and it is also tested by user (User acceptance test : UAT)

6 Steps for developing software which are supported by:1. Change management2. Release Management3. Configuration Management

Adopted from VISUAL TRANSLATION (No Date). The ITIL library teaches how a service desk works. [online]. Last accessed 11 February 2012 at: http://visualtranslations.com/training_ITIL.html

RESPONSIBILITIES

FOR EACH OPERATION

1. Service Desk

Most of the activities carried out by the Service Desk fall under the responsibility of one of the IT Service Management processes. The role and responsibilities of the Service Desk will depend upon the arrangements that the organization has put in place. Among the tasks commonly assigned to the Service Desk are:

1. Receive and record all calls from User; deal directly with simple requests and complaints.

2. Provide initial assessment of all incidents; make first attempt at incident resolution and/or refer to 2nd line support.

3. Monitor and escalate all incidents according to agreed service levels.

4. Keep users informed on status and progress

2. Incident Management

5. Incident detection and recording

6. Classification of all Incidents and initial support

7. Investigation and diagnosis

8. Resolution and recovery

9. Incident closure

10. Incident ownership, monitoring, tracking and communication

3. Problem Management

1. Problem Control

• Problem identification and recording

• Problem classification

• Problem investigation and diagnosis

2. Error control

• Error identification and recording

• Error assessment

• Recording error resolution

• Error closure

• Monitoring resolution progress

3. Assistance with the handling of major Incidents

4. Proactive prevention of Problems

• Trend analysis

• Target supporting action

• Providing information to the organization

5. Obtaining management information from Problem data

6. Completing major Problem reviews

RESPONSIBILITIES FOR EACH OPERATION

Source from: RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom

SERVICE

SUPPORT

4. Configuration Management

There are five basic activities of Configuration Management

1. Planning:

The configuration Management plan should cover the next three to six months in detail and the following twelve months in outlines. It should be reviewed at least twice a year and will include:

• Strategy, policy, scope, objectives, roles and responsibilities

• Configuration Management processes, activities, and procedures

• CMDB, relationships with other processes and third parties

• Tools and other resource requirements.

2. Identification:

the selection, identification, and labeling of all Configuration Item (CIs). It covers recording information about CIs, including ownership, relationships, versions, and identifiers. CIs should be recorded at a level of detail justified by the business need – typically to the level of “independent change”.

3. Control:

Assurance that only authorized and identifiable CIs are accepted and recorded from receipt to disposal. It ensures that no CI is added, modified, replaced, or removed without appropriate controlling document, e.g. approved RFC, updated specification. All CIs will be under Change Management control.

4. Status Accounting:

The reporting of all current and historical data concerned with each CI throughout its life-cycle. It enables changes to CIs and tracking of their records through various statuses, e.g. ordered, received, under test, live, under repair, withdrawn, or for disposal.

5. Verification and Audit:

A series of reviews and audits that verifies the physical existence of CIs, and checks that they are correctly recorded in the CMDB. It includes the process of verifying Release and Configuration documentation before changes are made to the live environment.

5. Change Management

Change Management is responsible for controlling Change to all CIs (Configuration Item) within the live environment. It is not responsible for change within ongoing projects, which are controlled by the project change process. However, close liaison between development project managers and the Change Manager is expected Change Management would typically comprise:

1. Raising and recording Changes

2. Assessing the impact, cost, benefit, and risk of proposed Changes

3. Developing business justification and obtaining approval

4. Managing and coordinating Change implementation

5. Monitoring and reporting on the implementation

6. Review and closing Requests for Change (RFCs)

6. Release Management

7. Planning and overseeing the successful roll-out of new and changed software and associated hardware and documentation

8. Liaison with Change Management to agree the exact content and roll-out plan for the release

9. Ensuring that all items being rolled out or changed are secure and traceable via the CMDB (Change management database)

10. Managing Customers and Users expectations of Release and roll-outs.

RESPONSIBILITIES FOR EACH OPERATION

Source from: RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom

SERVICE

SUPPORT

7. Service Level Management

1. Negotiating and agreeing service requirements and expected service characteristics with the Customer

2. Measuring and report of

• Service Levels actually being achieved against target

• Resource required

• Cost of service provision

3. Continuously improving service levels in line with business processed with a Service Improvement Program (SIP)

4. Co-coordinating other Service Management and support functions including third party suppliers

5. Reviewing SLAs to meet changed business needs or resolving major service issues

6. Producing, reviewing and maintaining the Service Catalogue

8. Financial Management for IT services

7. Enable the organization to account fully for the spend on IT services and to attribute these costs to the services delivered to the organization’s Customers

8. Assist management decision on IT investment by supporting detailed business cases for Changes to IT services.

9. Control and manage the overall IT budget and enable the fair and equitable recovery of costs (by charging) for the provision of IT services.

9. IT Service Continuity Management

1. The available IT Service Continuity options must be understood and the most appropriate solution chosen in support of the business requirements

2. Roles and responsibilities need to be identified, and endorsed and communicated from a senior level to ensure respect and commitment for the process

3. IT recovery plans and Business Continuity Plans should be aligned and regularly reviewed, revised and tested

RESPONSIBILITIES FOR EACH OPERATION

Source from: RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom

SERVICE

DELIVERY

10. Capacity Management

There are three principal areas of responsibility:

1. Business Capacity Management (BCM):

It is responsible for ensuring that the future business requirements for IT services are considered, planned and implemented in a timely fashion. These future requirements will come from business plans outlining new services, improvements and growth in existing services, development plans, etc. This requires knowledge of:

• Existing service levels and SLAs

• Future service levels and SLRs

• The Business Plan and Capacity Plan

• Modeling techniques (Analytical, Simulation, Trending, and Base-lining)

• Application sizing methods

2. Service Capacity Management (SCM):

Focus on managing the performance of the IT services provided to the Customers, and is responsible for monitoring and measuring services, as detailed in SLAs and collecting, recording, analyzing and reporting on data. This requires knowledge of:

• Service levels and SLAs

• Systems, networks, and service throughput and performance

• Monitoring, measurement, analysis, tuning and demand management

3. Resource Capacity Management (RCM):

Focuses on management of the components of the IT infrastructure and ensuring that all finite resources within the IT infrastructure are monitored and measured, and collected data is recorded, analyzed and reported. This requires knowledge of:

• The current technology and its utilization

• Future or alternative technologies

• The resilience of systems and services

11. IT Service Continuity Management

1. The available IT Service Continuity options must be understood and the most appropriate solution chosen in support of the business requirements

2. Roles and responsibilities need to be identified, and endorsed and communicated from a senior level to ensure respect and commitment for the process

3. IT recovery plans and Business Continuity Plans should be aligned, and regularly reviewed, revised and tested.

RESPONSIBILITIES FOR EACH OPERATION

Source from: RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom

SERVICE

DELIVERY

PART 2.2

CONCEPT OF DIRECT AND

CONTRACTED STAFF

2.2) Concept of Direct and Contracted Staff

List of Contracted Staff

No Function Operation Main Responsibilities

1 Service Desk AnalystService Desk

(IT Service Support)Initial Support for end-users and receive and record IT requests from users

2 Application Consultant Release Management

Analyze, design and implement enterprise application e.g. Enterprise Resource Planning or Human Resource application

3 Developer Release ManagementDevelop Software following business needs

4 Database Consultant Release ManagementAnalyze, design and implement a custom database following business needs

5 Financial Manager Financial Management - Enable the organization to account fully for spend on IT services- Assist management decisions on IT investment.- Control and manage the overall IT budget.6 Financial Analyst Financial Management

LIST OF CONTRACTED STAFF

2.2) Concept of Direct and Contracted Staff

SERVICE DESK ANALYST (CONTRACTED STAFF)

Virtual Service Desk (Service Desk Analyst)

Offshore Service Desk (Service Desk Analyst)

Main Responsibilities: support customer via email,

online chat (support 24/7).

Reason:

1. Enhance online support.

2. It is expensive and impossible to hire direct staff

in order to support 24/7.

Main Responsibilities: support customer in other

time-zone (support 24/7) or other languages based

on customers area (Call Center).

Reason:

1. Enhance support customer in different time-zones

and local languages.

2. It is expensive and impossible to hire direct staff

in order to support 24/7.

Benefits

1. Using geographical time-zone differences to extend

24/7 support.

2. Increase the efficiency and effectiveness of the

customers.

3. Fulfilling a service request quicker.

4. Restoring business continuity and productivity.

5. Improve customer satisfaction.

6. Workload capability.

7. Potentially fewer staff.

8. Centralized reports.

2.2) Concept of Direct and Contracted Staff

APPLICATION CONSULTANT (CONTRACTED STAFF)

1. Enterprise software needs specialist to

implement.

2. It is expensive to hire direct staff in order to

implement enterprise system only one time.

3. To provide training to end users

1. Analyze, design and implement enterprise

application e.g. Enterprise Resource Planning or

Human Resource application.

2. To help businesses and organizations develop

technological systems and solutions.

3. Let customers understand the business process,

and knows how to create tailored applications

for it.

4. To run audit in order to help customers to define

their needs.

5. To install, and train others on the newest

applications in various fields.

Main Responsibilities

REASONS

2.2) Concept of Direct and Contracted Staff

DATABASE CONSULTANT (CONTRACTED STAFF)

Reason:

1. Some database design needs specialist to reduce

software developing time, and ensure reliability

and performance.

2. Some database problem e.g. slow response,

needs database consultant to check and improve

its performance.

1. Enter company analysis and found that

customers' requirements, help customers

choose and develop appropriate a database with

large software.

2. Guide customers to the proper use

of the database software system

3. Solve the problems of database systems, and

timely communication with customers

4. Real-time to help clients answer a series of

questions in the database using

Main Responsibilities

REASONS

2.2) Concept of Direct and Contracted Staff

DEVELOPER

1. Hire both direct and contracted staff

2. The number of developer is depended on the volume of software requested.

3. Some specific software e.g. mobile application can hire contracted staff

4. To protect confidential information in database, contracted developers are allowed to implement software only a on test server. Then it will be implemented on Production Server by direct staff

1. Develop particular software following business

need

2. Assist in the creation of the system design and

functional specifications for all new

development projects

3. Review, analyse and modify systems including

coding, testing, debugging and installing to

support application systems

Main Responsibilities CONCEPT

1. Enable the organization to account fully for the

spend on IT services and to attribute these

costs to the services delivered to the

organization’s Customers

2. Assist management decision on IT investment

by supporting detailed business cases for

Changes to IT services.

3. Control and manage the overall IT budget and

enable the fair and equitable recovery of costs

(by charging) for the provision of IT services.

2.2) Concept of Direct and Contracted Staff

FINANCIAL MANAGEMENT FOR IT SERVICE (Manager and Analyst)

1. Hire specialist from outsource or use in-house

2. After establish IT department 1 year, IT director will

consider this position again.

Reasons

In the beginning phase, IT department need

professionals to identify costs that charge to

organization's Customers.

Main Responsibilities Concept

1. Increase speed to establish the new IT department.

2. Specialist from outsource can reduce IT budget and

manage cost effectively.

3. Minimize cost and human resource.

Benefits

1. Enable the organization to account fully for the

spend on IT services and to attribute these

costs to the services delivered to the

organization’s Customers

2. Assist management decision on IT investment

by supporting detailed business cases for

Changes to IT services.

3. Control and manage the overall IT budget and

enable the fair and equitable recovery of costs

(by charging) for the provision of IT services.

2.2) Concept of Direct and Contracted Staff

Contracted Staff: Financial Management for IT services (Manager and Analyst)

1. Hire specialist from outsource or use in-house

2. After establish IT department 1 year, IT director will

consider this position again.

Reasons

In the beginning phase, IT department need

professionals to identify costs that charge to

organization's Customers.

Main Responsibilities Concept

1. Increase speed to establish the new IT department.

2. Specialist from outsource can reduce IT budget and

manage cost effectively.

3. Minimize cost and human resource.

Benefits

PART 3

IMPLEMENTATION ROADMAP

FOR IT DEPARTMENT

Initiative Setup

Current State

Analysis

Strategy Development

(Re-)DesignImplementatio

n & Measure

How will we get there?

Measurable Targets

How do we know we have succeeded?

Measurements & Metrics

What is the vision?

Vision and business objectives

Where are we now?

Assessments

How do we get to vision?

Process Improvement or Reengineering

Phase

Outcome

Continuous Process Improvement Cycle

Project Approach

Phase 1 (M1-3) Phase 2 (M2) Phase 3 (M3) Phase 4 (M4-6) Phase 5 (M7-8)

1) Initiative Setup

1. Business & IT Executive Interviews

2. Surveys & data gathering

3. Initial training campaign

4. IT Service Management Vision Development

2) Current State Analysis / Assessment

1. Process assessment workshop

2. Technology assessment workshop

3. Metrics assessment workshop

4. Roadmap development workshop

Examples of activities in Phase 1 and 2

Implementation Period 8 Months

Adopted from NOURI ASSOCIATES (2006). ITIL The key to Management IT services. [online]. Last accessed on 11 February 2012 at: http://www.slideshare.net/fernando.palma/road-map-itil-implemetation

3. IMPLEMENTATION ROADMAP FOR IT DEPARTMENT

3. IMPLEMENTATION ROADMAP FOR IT DEPARTMENT

Service ReportingService

Catalog

Phase 1 (M1-3) Phase 2 (M4-6) Phase 3 (M7-9) Phase 4 (M10-12) Phase 5 (M13-16)

Service Level

Management

Incident Managemen

t

Capacity Management

Business Relationship

s

Supplier Managemen

t

Asset Managemen

t

Financial Managemen

t

Change Managemen

t

Release Managemen

t

Configuration

Management

Problem Managem

ent

IT Service Continuit

y Mgt.

Phase 1 Phase 2 Phase 3 Phase 4 Phase 5

Implementation Period 16 Months

Project Approach

Adopted from FERMILAP COMPUTING SECTOR (2006). ITIL & ISO20000 Implementation Roadmap at Fermilab. [online]. Last accessed 11 February 2012 at: http://cd-docdb.fnal.gov/cgi-bin/ShowDocument?docid=3168

end

4. BENEFITS OF IT GOVERNANCE OF IMPLEMENTATION

1. Streamline service delivery and support processes

2. Develop repeatable procedures

3. Reduce number of service incidents and outages

4. Plan for and ensure future capacity

Reduce cost of operation and down-time.

Improve service quality and reduce errors and failure

Improve Customer Satisfaction, Business and IT alignment 1. Implement standards to do

things right the first time and reduce defects and rework

2. Perform proactive analysis, prevention and resolution

3. Define clear services and services targets

4. Audit, manage and improve IT processes

1. Define clear services and services targets

2. Accurately allocate and recover costs

3. Improve IT/Business Alignment

IT Governance will be basically applied based on ITIL Framework and ISO20000

Picture from http://itgovernance.com/00/index.php

ISO 20000

ISO 20000

"ISO/IEC 20000-1:2011 is a service management system

(SMS) standard. It specifies requirements for the service

provider to plan, establish, implement, operate, monitor,

review, maintain and improve an SMS. The requirements

include the design, transition, delivery and improvement

of services to fulfil agreed service requirements".

Adopted from ISO/IEC 20000-1:2011. [online]. Last accessed 10 February 2012 at: http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=51986

Why ISO 20000 ? Since 2005, ISO 20000 expanded for IT service management

(ITSM) as a standard for IT services.

For conformity with the standards

Offers quality signal for customers

For success of business processes we need high-quality IT

services

"The ISO 20000 standard follows the demand to transfer

standardization as a principle of industrial production to the

provision of IT services (Disterer, 2009)"

Is based on the ITIL reference model and the British standard

BS 15000 (Fig. 1).

Adopted from ISO 20000 for IT. [online]. Business & information systems engineering, 1(6), 463-467. Article from SpringerLink last accessed 7 February 2012 at: http://www.springerlink.com.lcproxy.shu.ac.uk/content/x18117565gh30387/fulltext.pdf

Benefit of ISO20000 for your organization

• It defines services better

• Progress in relationship with business

• Good influence on staff

• Increase in productivity

• Continuous productivity

• Visibility and control will be increased

• Reduce the loss of user productivity

• Gives credit to the quality of IT service

Adopted from Introduction to the ISO/IEC 20000 Standard. [online]. Last accessed 10 February 2012 at: http://www.youtube.com/watch?v=080aXDzHaAA&feature=related

DEVELOPMENT OF ISO20000

Picture from DISTERER, Georg (2009). ISO 20000 for IT, [online], Business & information systems engineering, 1(6), 463-467,Last accessed: 7 February 2010, at: http://www.springerlink.com.lcproxy.shu.ac.uk/content/x18117565gh30387/fulltext.pdf

References

1. APM GROUP (No Date). What is ITIL? [online]. Last accessed 11 February 2012 at: http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx

2. DISTERER, Georg (2009). ISO 20000 for IT. [online]. Business & information systems engineering, 1(6), 463-467. Article from SpringerLink last accessed 7 February 2012 at: http://www.springerlink.com.lcproxy.shu.ac.uk/content/x18117565gh30387/fulltext.pdf

3. FERMILAP COMPUTING SECTOR (2006). ITIL & ISO20000 Implementation Roadmap at Fermilab. [online]. Last accessed 11 February 2012 at: http://cd-docdb.fnal.gov/cgi-bin/ShowDocument?docid=3168

4. HOLMES, Ken (2011). Introduction to the ISO/IEC 20000 Standard. [online]. Last accessed 10 February 2012 at: http://www.youtube.com/watch?v=080aXDzHaAA&feature=related

5. ISO (2011). ISO/IEC 20000-1:2011. [online]. Last accessed 10 February 2012 at: http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=51986

6. NOURI ASSOCIATES (2006). ITIL The key to Management IT services. [online]. Last accessed on 11 February 2012 at: http://www.slideshare.net/fernando.palma/road-map-itil-implemetation

7. RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom.

8. THAI MEDICAL INFORMATION INFORMATICS ASSOCIATION (2002). IT Infrastructure Library (ITIL). [online]. Last accessed 11 February 2012 at: http://www.tmi.or.th/index.php?option=com_content&view=article&id=282&catid=27:it-infrastructure&Itemid=49

9. VISUAL TRANSLATION (No Date). The ITIL library teaches how a service desk works. [online]. Last accessed 11 February 2012 at: http://visualtranslations.com/training_ITIL.html

Thank YouFor Watching

FUSION TEAM 1. Afsaneh Tafazzoli Moghaddam2. Jian Zhao3. Mohamed Hagras4. Mustak Patel5. Phong Nguyen6. Revathi Tekkali7. Traitet Thepbandansuk

8. end