Integrated Service Management The holy grail to business

Integrated Service Management – “The holy grail to business excellence” Craig Pattison, Director of Certifications and Qualifications – it. SMF International

PART 1 – Setting the scene • Evolution of ITSM • Key players – key differences • Exploding the myths • Ongoing developments in Integrated Service Management • Industry news (International/Regional/Local) PART 2 – Driving business excellence • Board view • Managerial view • IT view • Tying it all together • What next for ITSM?

PART 1 – Setting the Scene

PART 1 The Evolution of ITSM – The Story so far History of ITIL and the Standard

PART 1 ITIL Evolution The Eighties • The ITIL concept emerged in the 1980 s, when the British government determined that the level of IT service quality provided to them was not sufficient. The Central Computer and Telecommunications Agency (CCTA), now called the Office of Government Commerce (OGC), was tasked with developing a framework for efficient and financially responsible use of IT resources within the British government and the private sector. • The earliest version of ITIL was actually originally called GITIM, Government Information Technology Infrastructure Management. Obviously this was very different to the current ITIL, but conceptually very similar, focusing around service support and delivery. The Nineties • Large companies and government agencies in Europe adopted the framework very quickly in the early 1990 s. ITIL was spreading far and, and was used in both government and non-government organizations. As it grew in popularity, both in the UK and across the world, IT itself changed and evolved, and so did ITIL.

PART 1 ITIL Evolution • In year 2000, The CCTA merged into the OGC, Office for Government Commerce and in the same year, Microsoft used ITIL as the basis to develop their proprietary Microsoft Operations Framework (MOF). • In 2001, version 2 of ITIL was released. The Service Support and Service Delivery books were redeveloped into more concise usable volumes. • It is now, by far, the most widely used IT service management best practice approach in the world.

PART 1 BS 15000 – ISO/IEC 20000 Evolution Committee established in the late ’ 80 s 1998 - Code of practice (A 4 book, 4 processes) 1998 2000 Code of practice (A 5 book, 13 proceses) Self Assessment Workbook First edition of the Managers' guide to service management (A 5 book) Specification, Edition 1 Early adopters scheme for internal audits based on BS 15000 specification 2001 Recommendations from Early Adopters (mainly to add management system requirements) 2002 New edition of the Specification, including Management system( A 4 unbound) 2003 New edition of the Code of Practice (A 4 unbound) 1 st July it. SMF certification scheme launched

PART 1 BS 15000 – ISO/IEC 20000 Evolution 2004 27 th February - 3 companies certified Planning for fast-track submission to become ISO/IEC 20000 10 th November - submission made to ISO/JTC 01/SC 7 Additional supporting material (First volumes in the 'Achieving BS 15000 series) 2005 May - Yes with comments May - October - comment resolution Nov - ISO Editorial work 1 st Dec New work item proposals submitted by the BSI to SC 7 4 th Dec - Publication of ISO/IEC 20000 and withdrawal of BS 15000

PART 1 Key differences between ITIL & 20000 • Standard vs Framework • Compliance vs Maturity Model • SRO vs Process Owner • Maturity Model vs CSIP • All or Nothing • Integrated vs Siloed

PART 1 Exploding the ITSM myths ITIL is based on ISO/IEC 20000 ITIL must be adopted to get ISO/IEC 20000 An organisation can be ITIL compliant When ITIL v 3 is published ISO/IEC 20000 will change ISO/IEC 20000 is the ITIL standard ISO/IEC 20000 is based on ITIL The five stage lifecycle of ITIL v 3 will mean ISO/IEC 20000 will be redrafted to have a 5 stage lifecycle approach

PART 1 What is Integrated Service Management?

PART 1 What drives ISM?

PART 1 The ongoing development of 20000 • Harmonisation with other SC 7 standards • Harmonisation with ISO 9000 • • Additional advice for service providers on scoping and applicability Improvement plan (Part 1) • Commitment to alignment between ISO/IEC 20000 and ITIL which means adoption of ITIL can position a service provider for achieving ISO/IEC 20000 • ‘it. SMF-International is committed to supporting and will continue to support ISO/IEC 20000 and associated standards’

PART 1 Ongoing ITSM alignment • The links between ITIL and ISO/IEC 20000 are ones of spirit and intent, not of control • Both serve very different purposes and are therefore different in intent, structure, format, style and detail • WG 25, it. SMFI and OGC endorse alignment between ISO/IEC 20000 and ITIL so that adoption of ITIL positions a service provider to achieve ISO/IEC 20000 • During the next 12 months work will be done on mapping ITIL v 3 and ISO/IEC 20000

PART 1 ITSM Maturing

PART 1 Global, National and Regional Levels

PART 1 Global, National and Regional Levels • China’s 11 th 5 Year (development of HKK) • • “One country, two systems” – endorse the development of service industries – 1. financial; – 2. logistics; – 3. tourism; and – 4. information services. Professional services underpin the 4 hubs and account for 91% of GDP (+ HVA) Share the same culture, language and provide professional expertise and business experience CEPA – the trade enablement for professional services providers to enter the Mainland market • “Brand Hong Kong” – high quality and efficiency

PART 1 Global, National and Regional Levels December 2006, Data Overview “Australia And New Zealand IT Services Investments And Attitudes”

PART 2 – Driving Business Excellence

PART 2 Board view Validates the organizations vision and mission The 5 Ws Credible and respected Mover advantage

PART 2 Managerial view Transparency and accountability – An interdepartmental management activity to realize Quality, Cost and Delivery

PART 2 IT view Controlled and consistent operating environment Provides a framework to deliver integrated service management processes Gives a broader view by providing a controlled end to end view of the operational enterprise Increases customer satisfaction by delivering consistent and repeatable experiences

PART 2 Tying it all together Design with all in mind Design for full integration Live your competitive advantage Bigger than any individual

PART 2 Tying it all together… One business case One toolset One set of integrated service management processes

PART 2 Tying it all together… SERVICE IMPROVEMENT Improvement • Appointment to Steering Committee Ongoing engagement Stage 3 Post Implementation Assessment • Periodic reviews Legend A S S=Standardise D=Do C D C=Check A=Act Stage 2 Assessment & Implementation A P C D Legend P=Plan D=Do C=Check A=Act Stage 1 Legend A S Workshops “Stabilise the patient” S=Standardise D=Do C D C=Check A=Act Time

PART 2 What next for ITSM? • ITIL v 2, v 3, and ISO/IEC 20000 • Internationalization of it. SMF Certification Scheme • Internationalization of Io. SM

More information To purchase the ISO/IEC 20000 Standard - www. iso. org it. SMF International - www. itsmf. org Contact craig. pattison@itsmf. org