Royal Scientific Society Eng Nael Almulki Royal Scientific

Royal Scientific Society Eng. Nael Almulki

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Benefits and Tips of Implementing IT Service Management Standard ISO 20000 in Industrial & Business Institutions Eng. Nael Almulki

• • • What is ISO/IEC 20000? The aim of ISO 20000 WHY? Who is ISO/IEC 20000 for ? The Benefits of ISO 20000 Implementation Tips for Successful ISO/IEC 20000 Certification

What is ISO/IEC 20000? • ISO/IEC 20000 is the first worldwide International Standard for IT Service Management. • ISO/IEC 20000 provides a recognized accreditation against which an organization can demonstrate to their customers that it’s IT Service Management processes represent best practice. • The certification scheme for BS 15000 run by it. SMF has been updated to become the scheme for ISO/IEC 20000. • ISO/IEC 20000 consists of two parts: – ISO/IEC 20000 -1: 2005, Specifications – ISO/IEC 20000 -2: 2005, Code of Practice

ISO/IEC 20000 -1: 2005 Is the formal Specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers. The scope includes: Requirements for a management system; Planning and implementing service management; Planning and implementing new or changed services; Service delivery process; Relationship processes; Resolution processes; Control processes; and Release processes.

ISO/IEC 20000 -2: 2005 Is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000 -1. The code of Practice will be of particular use to organisations preparing to be audited against ISO/IEC 20000 or planning service improvements. The aim of ISO 20000 – inherited from BS 15000 – Is to ‘provide a common reference standard for any enterprise offering IT services to internal or external customers’. Given the importance of communication in Service Management, one of the most important targets of the standard is to create a common terminology for service providers, their suppliers and their customers.

WHY? • ISO/IEC 20000 -1: 2005 promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. • to identify and manage numerous linked activities • provides the ongoing control, greater efficiency and opportunities for continual improvement. • Increasing advanced facilities (at minimum cost) to meet their business needs.

Who is ISO/IEC 20000 for ? All businesses large and small will be interested in ISO/IEC 20000, as it is the recognized means of benchmarking the delivery of IT to the business. It is sector independent, and relevant to both public and private sector organizations. The main parties that may take specific interest in ISO/IEC 20000 are: – – providers of IT service management services, businesses outsourcing their IT services, businesses managing their own IT services and All providers wishing to benchmark their existing IT service management services.

The Benefits of ISO 20000 Implementation 1. 2. 3. 4. 5. The reputation of ISO and the international recognition of the IT Service Management System that ISO 20000 brings is a real boost to any company’s reputation. It reduces risk by offering trustworthy support from IT professionals (in-house or outsourced), when and where it is needed most. This helps to place any IT situation under immediate control and lessens their potential damage. Employee productivity is also enhanced, as is the reliability of your IT system. Certification motivates organizations and demonstrates the reliability and quality of their IT services to employees, stakeholders and customers.

The Benefits of ISO 20000 CONT… 6. 7. 8. 9. Certifying your IT Service Management System will help your organization to develop and improve performance. ISO 20000 enables you to demonstrate high levels of IT service quality and reliability when bidding for international contracts or expanding locally to accommodate new business. Regular assessment carried out helps you to continually use, monitor and improve your IT service management system and its processes. This improves the reliability of your internal operations to meet customer requirements as well as overall performance. You are also likely to witness a significant improvement in staff motivation, commitment and understanding of their responsibilities. ISO 20000 can also link with other systems. Integrating the audits of these management systems will save time and money.

Tips for Successful ISO/IEC 20000 Certification • Executive and top management have to support the initiative • Motivate and successfully engage the staff • Conduct risk analyses upfront • Make processes operational • The certification is only the first step