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IMPLEMENTING ISO20000
GOH BOON NAM
30 Sep 2016 / ITSM COP
(Total Slides=21) 05/10/2016 4:47 pm - d:\iss\itsm cop\2016-09\itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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Please see Acknowledgements & Notices for ITIL® in second last slide
Agenda
• ITIL® - details of ISO20000 processes• ISO 20000 Part 5 – Exemplar Implementation
Plan• Phased Approach• Key Considerations • Project Support & Commitment• Project Team• Gap Analysis• Developing the Business Case• Plan • Implementation• Post-Implementation• Templates
• Lean IT
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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Agenda
• ITIL® - details of ISO20000 processes• ISO 20000 Part 5 – Exemplar Implementation
Plan• Phased Approach• Key Considerations • Project Support & Commitment• Project Team• Gap Analysis• Developing the Business Case• Plan • Implementation• Post-Implementation• Templates
• Lean IT
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
3
ITIL for Details of Processes
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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e.g. Change Management 1 page
Sufficient?
ITIL Service Transition Booke.g. Change Management30 pages
including process flows
Agenda
• ITIL - details of ISO20000 processes• ISO 20000 Part 5 – Exemplar Implementation
Plan• Phased Approach• Key Considerations • Project Support & Commitment• Project Team• Gap Analysis• Developing the Business Case• Plan • Implementation• Post-Implementation• Templates
• Lean IT
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
5
ISO 20000 Part 5 – Exemplar Implementation Plan
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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ISO20000 Part 1 - Service management system requirements
• The requirements for an organisation to be certified ISO20000
ISO20000 Part 5 - Exemplar implementation plan
• Guidance on how to implement ISO20000
ISO 20000 Part 5 – Phased Approach
• Can you attain ISO20000 by just implementing part of it?• No, need to implement all of ISO20000 in order to
attain the certification
• If so, do we implement all of ISO20000 in one go (i.e. big bang) so as to achieve the certification?• No, ISO20000 Part 5 recommends implementing
by phases • ISO20000 certification after final phase
• Long journey – how to sustain the momentum?• “CMMI for Service” appraisal
• Can appraise and get recognition forcompletion of individual processes
• Also, for businesses where difficult to do all of ISO20000 and prefer just do some of the processes (e.g. only service desk business)
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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ISO 20000 Part 5 – Key Considerations
• Gives advice on various aspects of implementation – e.g.• Start where can see immediate benefit• Phases should support service provider
/ customer priorities• Organisation change management of
affected staff• Exercise should not be documentation-
centric but more on how work is done• Tailor to the size and complexity of
organisation
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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Image courtesy of Stuart Miles at FreeDigitalPhotos.net
NOT lead to this:
ISO 20000 Part 5 – Project Support & Commitment
• Management support and commitment• Use business case to help in this• Get management to allocate priority • Support and Commitment not just first phase
• Maintain in all phases
• Stakeholder support and commitment
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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https://www.flickr.com/photos/66719390@N08/7000816209
ISO 20000 Part 5 – Project Team
• Strong Leadership and Expertise• Not just in individual processes
• Integration into coherent whole
• To also include• Process Owners• Service Owners• Operational Managers
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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https://upload.wikimedia.org/wikipedia/commons/b/ba/Working_Together_Teamwork_Puzzle_Concept.jpg
ISO 20000 Part 5 – Gap Analysis
• Management System• Documents / records• Actual practices• Reviews / audits• SLA achievements• CSI plans• Staff skills / competencies• etc.
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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https://upload.wikimedia.org/wikipedia/commons/9/90/Siduhe_Bridge-4.jpg
Where to analyse the gap?
ISO 20000 Part 5 – Business Case
• Convince management to support and commit to ISO20000 implementation
• Should include aspects such as:• Need and objective• Scope• Expected benefits• Costs• Risks• Conformity assessment • Timescales• etc.
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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https://c2.staticflickr.com/6/5187/5751301741_aa8463e472_b.jpg
Benefitof Use
Costof Creation /Maintenance
ISO 20000 Part 5 – Plan
• Planning considerations• Scope• Timeframe• Resources• Funding• Risks• Stakeholders• Existing ITSM maturity• Receptiveness to change• etc.
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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ISO 20000 Part 5 – Implementation
• Outcomes expected of improved processes• Defined• Documented• Implemented• Operated and Managed• Measured• Reviewed / audited• Improved• etc.
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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https://upload.wikimedia.org/wikipedia/commons/thumb/c/c1/HaikuLadder.jpg/576px-HaikuLadder.jpg
ISO 20000 Part 5 –Post-Implementation
• Once implemented and certified to ISO20000, is that the end of the work?
• Post Implementation work required• Processes evolve with changing business
objectives and service • Obtain requirements for New and Changed
Services• Continual Improvement
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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https://en.wikipedia.org/wiki/PDCA#/media/File:PDCA_Cycle.svg
ISO 20000 Part 5 – Templates
• Implementation project plan• Service management plan• Policy template• Procedure template• Change management policy template• Service improvement plan template• Key performance indicator reporting template• Individual customer satisfaction template
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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Agenda
• ITIL - details of ISO20000 processes• ISO 20000 Part 5 – Exemplar Implementation
Plan• Phased Approach• Key Considerations • Project Support & Commitment• Project Team• Gap Analysis• Developing the Business Case• Plan • Implementation• Post-Implementation• Templates
• Lean IT
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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Lean IT
• Remember ISO20000-5 advice is not to end up with this?
• How to ensure?• Use Lean IT
• Be clear of customer value to achieve
• Cut wastes not leading to the value
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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Image courtesy of Stuart Miles at FreeDigitalPhotos.net
People don't want to buy a quarter-inch drill, they want a quarter-inch hole.
Theodore Levitt
https://c1.staticflickr.com/3/2070/2097329367_4c9d212e2f_z.jpg?zz=1
THANK YOUQ & A
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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For Further Information Acknowledgement and NoticesPlease refer to:http://www.iss.nus.edu.sg/
Or email Goh Boon Nam at:[email protected]
For ISS courses relevant to this presentation:• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-lean-it-foundation-
certification/• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-foundation-certificate-
in-it-service-management/• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-operational-support-
and-analysis-certificate/it-service-management• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-release-control-and-
validation-certificate/it-service-management• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-service-offerings-and-
agreements-certificate/it-service-management• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-continual-service-
improvement-certificate/it-service-management
CMMI is registered in the U.S. Patent and Trademark Office by Carnegie Mellon University
ITIL® is a registered trade mark of AXELOS Limited
The Swirl logo™ is a trade mark of AXELOS Limited
© 2016 NUS unless otherwise stated.
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.
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