Building Quality Service Management

How organisations can benefit from ITIL® and ISO 20000

Pim Arends,

Consultant/Trainer

Ricoh Academy EMEA

Value Proposition Learning

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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

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The Ricoh Way

Organisation (RGSE)

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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

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Ricoh Value Propositions

6

ITS

OSB

Office

Workflow

Solutions

MDS

Managed Document Services IT Services

Outsourcing Business Innovation

Value Proposition Learning

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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)

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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

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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

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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

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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

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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

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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

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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

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Questions?

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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