The ISO/IEC 20000 family
Lynda Cooper
Co-author ISO20000
Project editor ISO20000 part 1
Principal UK Expert to ISO group
ITIL Expert
©Service 20000
Agenda
The past
 The present
 The future
 Relationships to other standards and
frameworks
 The journey to Certification
 Qualifications

©Service 20000
ISO 20000 – The Past
1995/1998 - A code of practice for Service
Management
 BS 15000:2000 - Specification for Service
Management
 PD0015:2000 IT Service Management:
Self-assessment Workbook
 2000 – 2002 Early adopters trials
 BS 15000-1:2002
 ITSMF Certification scheme - Nov 2003
 ISO/IEC 20000 Parts 1 and 2 – Dec 2005

ISO20000
The present
©Service 20000
IT Service Management Framework
Or other
guidance
With acknowledgement of BSI, OGC and ITSMF
ISO 20000 Process Model
©Service 20000
Service Management System
PLAN
Plan
Planning and Implementing New or Changed Services
Service Delivery Processes
Capacity
Management
Service Level
Management
Service
Continuity and
Availability
Management
Service
Reporting
Information
Security
Management
Budgeting and
Accounting for IT
Services
Control Processes
DO
Implement and
Operate
ACT
Continual
Improvement
Configuration Management
Change Management
Resolution
Processes
Incident
Management
Release
Process
Release
Management
Problem
Management
CHECK
Monitor,
Measure and
Review
Relationship
Processes
Business
Relationship
Management
Supplier
Management
ISO20000
The Future
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The ISO20000 series

Part 1 revised – 2011
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Part 2 revised – 2012
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Intent
Concept
Explanation of requirements
Documents and records
Authorities and responsibilities
Interfaces
Part 3 – applicability and scope – 2009


Closer alignment to ISO9001
Closer alignment to ITIL version 3
Design of services introduced
Other improvements from user feedback
Replaces ITSMF guidelines on scoping
To be built into certification scheme
Part 5 - Exemplar implementation plan – 2010
Maturity model

PRM - Part 4 and PAM - Part 8 – 2011
©Service 20000
Revised process diagram
Service Management System
Customers
(and other
Interested
parties )
Customers
(and other
Interested
parties )
Plan
SMS general requirements
Management responsibility
Governance of processes
operated by other parties
Plan, operate, monitor and improve
service management
Documentation management
Resource management
Design, development and transition
of new or changed services
Requirements
Services
Service delivery processes
Do
Capacity management
Service level management
Service continuity &
availability
management
Service reporting
Control processes
Information security
management
Budgeting &
accounting
for services
Configuration management
Change management
Release and deployment
management
Resolution processes
Relationship processes
Incident management
& request fulfilment
Business relationship
management
Problem management
Supplier management
Check
Act
©Service 20000
Related initiatives at ISO level
Study group into governance of IT service
providers
 Study group, initiated by India, into
standards/guidelines required by IT
enabled BPO
 Guidelines to implementing ISO20000 and
ISO27001 together
 ISO20000 to be mapped to ITIL, COBIT
and other ISO related standards

©Service 20000
Applying ITSM to business services
Delivery:
Business processes
IT processes
Service Management Framework
Functional Governance Framework
ISO20000
The journey to
Certification
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Preparing for ISO20000
8
Measure Benefits
Maintain
Compliance
Extend Scope
3
Programme
Plan
Programme 4
Management Process
7
Certification
Select External Auditor
Agree Scope, ToR with
auditor
Pre-audit review
Certification Audit
Address Observations
Establish Management System
Define Policies, Plans and SLAs
Develop Processes and
Procedures
Roll out, Monitor
Continual improvement
2
Business Case
Sponsor
1
Awareness
Vision and Scoping
Assessment
High level Plan
5
People
Define and Allocate Roles
Measure Competencies
Identify Culture Change
Needs
Produce and Implement
Development plan
Communication Strategy
6
Technology
Review existing tool set
Define technology
requirements
Evaluate options
Implement tool set
©Service 20000
Applicability and Scope

Supplier
A
Service
Provider
Supplier B
(Lead
Supplier)
Scope can be
determined by:

Customer


Scope of ISO 20000



Supplier
Supplier
Service
Location
Customer
Technology
Organisational unit
Service provider
must have
management
control of all
processes – even if
some activities are
outsourced
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How long will it take?

For a company who has not yet
implemented ITIL


For a company who has implemented ITIL
well

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Approx. 2 years
Approx. 9 months
Remember that once the processes are
designed and documented, they need to
be rolled out and run for about 3 months
before being audited to prove compliance
©Service 20000
The Benefits of ISO20000 Certification



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Improved quality of
service
Increased business
and customer
confidence
Improved reputation,
consistency and
interoperability
Continuous
improvement assured
Optimised and
controlled costs
Management and staff
understand their
business, roles and
processes better
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Demonstrate
superiority over
competitors
Ability to meet
requirements for bids
Easier to justify or
combat outsourcing
Enforces move from
“should” to “shall”
Impartial and external
audit
Certification
recognised
internationally
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Current ISO 20000 Market

ITSMF scheme – launched 2003
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484 certified organisations
China 83, Japan 71, UK 45, India 44, China 41,
South Korea 32, Germany 29, USA 24 and
many others from every continent
Slovakia 2
Czech Republic 16
Austria 10
Other schemes??
ISO20000
Relationship to other
standards and frameworks
©Service 20000
Standards
ISO20000 can be
achieved with
ISO9000 or stand
alone.
Doing the right
processes right
ISO 20000
ISO 27001
ISO 9001:2000
Doing the
management
and generic
processes right
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IT Governance related benefits

ISO20000 supports



COBIT
ISO27001
BS25999
Management system, processes, roles,
auditable
 Control

ISO20000
Qualifications
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Qualifications
ISO20000 consultant (ITSMF)
 ISO20000 auditor (ITSMF)
 ISO20000 Foundation (ISEB)
 ISO2000 Foundation, Professional and
Advanced level (EXIN)


Many training providers offer nonaccredited courses including
awareness, planning to implement
ISO20000
etc
©Service 20000
References

ISO/IEC 20000
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ISO20000 books and pocket guides
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www.bsi-global.com
ITSMF Certification scheme


www.itsmf.com
BSI: Achieving ISO20000 series
BSI: A managers guide to service management
BSI: Self assessment workbook


www.iso.org
www.bsi-global.com
www.isoiec20000certification.com
BSI: The new ISO20000 Part 1 edition, differences from
2005 edition – to be published in early 2011
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Questions
Lynda Cooper
Service 20000
lynda.cooper@service20000.com
www.service20000.com
+44 (0)7841 800432