Is ISO20000 A Mark of ITSM Success

Is ISO20000 a mark of ITSM implementation success?
Martin MC Ng Regional Director Asia Pacific Japan & Middle East Quint Wellington Redwood May 2007 http://www.quintgroup.com
Quint Wellington Redwood 2006
Quint Wellington Redwood

IT Management Consultancy Group Founded in 1992 in The Netherlands Core Value: Dare to Challenge Core Business: IT Organization Improvement
Helsinki Toronto Amsterdam Paris Madrid Frankfurt Antwerp Tokyo Miami Delhi Mexico City Bangalore Kuala Lumpur Sao Paulo Singapore
Offices in 17 countries
Quint Recognition
Management consultancy specialized in management, people and organizational issues of ICT organizations
Twice awarded The Number One Management Consultancy Firm in the Netherlands by the Management Team magazine Value for money, results achieved, integrity and transparency of services 250+ ITIL projects worldwide, 14 years of experience 100+ Sourcing projects worldwide, 10 years of experience Over 22,000 people trained by Quint (since 2004), 13,000 in Asia Certified 2 sites on ISO20000 in Asia and preparing another 3 sites ITIL/BS15000/ISO20000 consulting, assessment, implementation, training Most practicing SM consultants are found in small, specialized consulting firms such as Quint. Fewer than 200 worldwide. Gartner Customers tap extensive knowledge, experience of over 130 professionals globally
3
Quints Portfolio
IT Strategy / IT Governance / Compliance
COBIT, ISO20000, SOX, Market Alignment Framework
Sourcing Strategy, Governance & Contracting

The Sourcing Governance Framework The Sourcing Phases Model
IT Service Management
IPW (Implementation of Process-oriented Workflow) Stadia model
QWR: Frameworks and Practices

IPW (Implementation of Process-oriented Workflow) Stadia model: Quints developed body of thought to assess, quantify and improve the maturity of IT organizations The Sourcing Governance Framework: Quints developed body of thought to specifically manage and control the demand and supply of an IT organization The Sourcing Strategy Phases Model: Quints developed body of thought to pass through all the different phases of an (Out-)sourcing process, from Sourcing Strategy through Operational outsourced services
IT Infrastructure Library (ITIL) - a broad stroke
Famous saying
Doing a job RIGHT the first time gets the job done... Doing the job WRONG fourteen times gives you job security
Martin MC Ng, 2004
ITIL Framework
Incorporating People, Process and Technology

process
78% of unplanned downtime is due to people and processes.
(source: Gartner Group)
ICT service
people
technology
partners
IT and its Position

Able to think and act in a customer-oriented manner Understand the Bigger Picture A Service Organization Strategic Partnership vs Processing Utility IT is both a means and an opportunity
10
What is an IT Service? - Service Orientation
En
end d to
Customer Customer doesnt care doesnt care what the service what the service components are components are
11
Gartner Process Model Selection Framework
ISO20000 ISO20000
12
ISO20000 - based on ITIL

Management responsibility Documentation requirements, Competence, awareness & training Planning & Implementing (Plan, Implement, Monitor, Improve) (PDCA) Management system Planning new services Planning & Implementing new or changed services
Capacity Mgt, Availability Mgt, Budgeting & Service Level Mgt,
Service Delivery Processes

Service Reporting IT Service Continuity, Accounting for IT services Information Security Mgt
Release Processes Release Management
Control Processes Configuration Management Change Management Resolution Processes Incident Management Problem Management 13
Relationship Processes Business Relationship Management Supplier Management

ISO20000
Underpinned by ITIL processes ISO/IEC 20000 consists of
Part 1: Specification (ISO/IEC 20000-1:2005) A specification containing requirements that must be met in order to achieve ISO/IEC 20000 Defines the requirements for a service provider to deliver managed services Part 2: Code of practice (ISO/IEC 20000-2:2005) A code of practice on how to achieve the requirements in ISO/IEC 20000-1 Describes the best practices for service management processes within the scope of ISO/IEC 20000-1 Represents industry consensus on guidance to auditors Offers assistance to service providers planning service improvements or to be audited against ISO/IEC 20000-1
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How does ITIL help ? ROI

IT
30% reduction in incident volume 50% reduction in resolution time 25% reduction in resolution cost
Business
10% increase in service availability Reduction in Time-to-Market 25% improvement in project cycle time (for changes) 50% reduction in volume of expensive emergency changes Total customer satisfaction increase on end-to-end IT services
Financial
10% reduction in TCO 5% reduction in overcapacity
15
ITIL Benefits to IT and Business

IDC
79% reduction in service downtime
Meta
85% resolution at FPOC 30% reduction in cost per call 50% reduction in product development cycle
Barclays
Downtime reduced from 60 to 15 minutes
Proctor & Gamble

$100 million p.a. savings!
itSMF survey
70% achieving tangible & measurable benefits
HDI survey
> 50% measured improved customer satisfaction 84% would recommend ITIL 20% saw business competitive advantage
16
Quint IPW Reference Model

Strategic business processes Information Strategic
StrategicMgnt.
ICT valueing
Commercial Policy
HRM
Strategy Architecture Finance
Strategic Supplier supplier processes Sourcing Portfolio Mgnt.
Strategic IT Strategy // IT Strategy
Relationship Management Service Level Management
Governance Governance
Business planning
Service Development Functional Demand Mgnt. Mgnt. Service Build & Test
Service Planning Security Mgnt Financial Mgnt
Supplier planning
Supply Mgnt. Contract Mgnt.
Tactical Tactical
ITSM Service ITSM Service Delivery Delivery
Service Design
ContinuityAvailability Capacity Mgnt Mgnt Mgnt
Business operations
Operational Operational
Business Application Support Mgnt.
Incident Mgnt
Problem Mgnt
Change Mgnt
Purchase Operations Mgnt. Support
ITSM Service ITSM Service Support Support
Configuration Mgnt Service Operations Opeations Mgnt BITA Service desk
Release Mgnt
SITA
Business Domain
Business ICT Alignment Dom
IT Domain
17
Supplier ICT Alignment Domain (SITA)
Supplier Domain
Quint Integrated IPW

Strategic business processes Information
Mgnt. ICT valueing Commercial Policy HRM Strategy Architecture Finance Strategic Supplier supplier processes Sourcing Portfolio Mgnt.
Strategic
Relationship Management Service Level Management
Business planning
Functional Demand Mgnt. Mgnt.
Service Development Service Build & Test
Service Planning Security Mgnt Financial Mgnt
Supplier planning
Supply Mgnt. Contract Mgnt.
Service Design
ContinuityAvailability Capacity Mgnt Mgnt Mgnt
Business operations
Business Application Support Mgnt. Incident Mgnt Problem Mgnt
Supplier operations
Change Mgnt Purchase Operations Mgnt. Support
Configuration Mgnt Service Operations Operations Mgnt BITA Service desk
Release Mgnt
SITA
Business Domain
Business ICT Alignment Domain (BITA)
ICT Domain
18
Supplier ICT Alignment Domain (SITA)
Supplier Domain
The IPW Model - Aligning Business, IT and Suppliers
19
IPW: From Idea > SLA > Operations

Relationship Management Service Development Service Build & Test Service Design Service Level Management
Security Management
Financial Management
Continuity Availability Mgt Mgt Service Planning
Capacity Mgt
Incident Management
Problem Management
Change Management
Configuration Management Service Operations
Operations Management
Release Management
Service desk
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IPW/ITIL: Users in trouble...

Relationship Management Service Development Service Build & Test Service Design Service Level Management
Security Management
Financial Management
Continuity Availability Mgt Mgt Service Planning
Capacity Mgt
Incident Management
Problem Management
Change Management
Configuration Management Service Operations
Operations Management
Release Management
Service desk
21
Approach to ITSM Implementation
22
Overview of project phases

1. Awareness
2. Assessment
3. Implementation
Different methodologies, such as: ITIL Service Management IPW ISO20000, BS15000 CobiT BS7799, ISO17799
4. Audit preparation
5. Audit
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Its still all about change

Getting the right elements in place
Necessity
+ + + + + +
Vision
+ + + + + +
Plan
+ + + + + +
Resources
+ + + + +
Competence
= = = = =
Change
Necessity
Vision
Plan
Resources
Competence
Resistance
Necessity
Vision
Plan
Resources
Competence
Confusion
Necessity
Vision
Plan
Resources
Competence
Chaos Frustration
Necessity
Vision
Plan
Resources
Competence
Necessity
Vision
Plan
Resources
+ Competence =
Fear
24
ITIL:ITSM Education Road Map

SOURCING SOURCING Service Management Exam SQM F // A SQM F A ISO20000 ISO20000
Management stream
Service Support Service Delivery
PRAC. CLUSTERS PRAC. CLUSTERS Case Study Service Level Mgt Financial Mgt Availability Mgt Capacity Mgt Problem Mgt Change Mgt Configuration Mgt Practitioner Exam
ITIL Foundation Exam
ITIL Foundation Training
SD / Incident Mgt
Practitioner stream
25
IPW Stadia Model - Process Maturity

Measures the maturity of an individual ITIL process
E.g. Incident, Problem, Change management
Based upon pre-defined checklists Generic and Specific process characteristics determine the maturity
26
IPW Stadia Model - Organisation Maturity

Excelling
Exceeding
Extended
Generic
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Assessment Example - Incident Management

Findings There is no single point of control or monitoring (end-to-end) of incidents and their resolution There is a clear definition of what an incident is and the various categories of incidents. Incidents are solved quickly, very often within expected lead times. E.g. severity 1 incidents must be solved within 24 hours, but the time to repair is generally less than 2 hours Several Service Desks with own way of working, and with their own tooling. TopDesk has been chosen as the tool for the Corporate Call Desk. Other helpdesks will follow this choice Present level and style of reporting is insufficient for (process) management to steer the performance of the process Recommendations Define incident management process Define escalation mechanism when incidents are not solved in time Investigate the rationalization of the various helpdesks with the organization Define management reports to spot weak areas on IT-infrastructure Match performance to price paid by customers
Intention Process Procedures Control Relations Not Identified

5 Improving 4 Pro-active 3 Controlled 2 Monitored 1 Not identified 0 Not performed
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Quality Mgt
Service Build & Test Service Design Security Mgt Continuity Mgt
Overview Status per Process
Capacity Mgt Availabilty Mgt
Service Level Mgmt Release Mgt Config Mgt Change Mgt Problem Mgt Incident Mgt Service Desk
Procedures
Relations Intention Process Control
29
Financial Mgt
Project Mgt
Process & Organizational Maturity Model (IPW-MM)

Marketing & Sales Relationship Management Account Mgnt Service Level Mgnt HRM Service Development Service Build & Test Service Design Strategy Architecture Service Planning Security Mgnt Continuity Mgnt Availability Mgnt Financial Mgnt Capacity Mgnt Finance
Status process improving proactive controlled monitored not identified not performed
Service Desk
Incident Mgnt
Problem Mgnt Configuration Mgnt Operations Mgnt
Change Mgnt
Service Operations
IPW is a registered trademark of Quint Wellington Redwood
Release Mgnt
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It should incorporate Sourcing Governance (Supplier Mgmt)
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Quints Structured Sourcing Approach
Assessment Assessment Strategy Strategy

PMO
customer internal
Scoping Scoping
Definition SGF Design SGF Implementation SGF
dealmaking
Selection Selection Due Diligence Due Diligence Contracting Contracting Transition Transition
TMO/FMO
Contract mgt Contract mgt
SGF = Sourcing Governance Framework = Quints proven methodology for the implementation of the retained organization.
PMO = Present Mode of Operations TMO = Transition Mode of Operations FMO = Future Mode of Operations
32
Design and Implement Governance

Describe organization, processes, roles & competencies
Select people for retained Organization roles
Train selected people for new roles
Bring retained Organization into operation
33
Critical Success Factors

Communication, communication, communication Leveraging on Practitioners Project Management Driven from top-management Involve your own employees (supported by consultant) Reporting about KPIs (show what you have done) Phased approach
34
Questions ?
35
Dare to challenge
www.quintgroup.com
Martin MC Ng Regional Director Asia Pacific Japan & Middle East m.ng@quintgroup.com
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Is ISO20000 A Mark of ITSM Success

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Is ISO20000 A Mark of ITSM Success

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Is ISO20000 a mark of ITSM implementation success?

Quint Wellington Redwood 2006

Quint Wellington Redwood

Quint Wellington Redwood 2006

Sourcing Strategy, Governance & Contracting

Quint Wellington Redwood 2006

QWR: Frameworks and Practices

Quint Wellington Redwood 2006

IT Infrastructure Library (ITIL) - a broad stroke

Quint Wellington Redwood 2006

Quint Wellington Redwood 2006

Quint Wellington Redwood 2006

Incorporating People, Process and Technology

Quint Wellington Redwood 2006

IT and its Position

Quint Wellington Redwood 2006

What is an IT Service? - Service Orientation

Quint Wellington Redwood 2006

Gartner Process Model Selection Framework

Quint Wellington Redwood 2006

ISO20000 - based on ITIL

Service Delivery Processes

Release Processes Release Management

Relationship Processes Business Relationship Management Supplier Management

How does ITIL help ? ROI

ITIL Benefits to IT and Business

Proctor & Gamble

Quint IPW Reference Model

Strategy Architecture Finance

Strategic Supplier supplier processes Sourcing Portfolio Mgnt.

Strategic IT Strategy // IT Strategy

Relationship Management Service Level Management

Service Planning Security Mgnt Financial Mgnt

ITSM Service ITSM Service Delivery Delivery

ContinuityAvailability Capacity Mgnt Mgnt Mgnt

Business Application Support Mgnt.

Purchase Operations Mgnt. Support

ITSM Service ITSM Service Support Support

Configuration Mgnt Service Operations Opeations Mgnt BITA Service desk

Business ICT Alignment Dom

Supplier ICT Alignment Domain (SITA)

Quint Integrated IPW

Relationship Management Service Level Management

Service Development Service Build & Test

Service Planning Security Mgnt Financial Mgnt

ContinuityAvailability Capacity Mgnt Mgnt Mgnt

Configuration Mgnt Service Operations Operations Mgnt BITA Service desk

Business ICT Alignment Domain (BITA)

Supplier ICT Alignment Domain (SITA)

The IPW Model - Aligning Business, IT and Suppliers

Quint Wellington Redwood 2006

IPW: From Idea > SLA > Operations

Continuity Availability Mgt Mgt Service Planning

Configuration Management Service Operations

Quint Wellington Redwood 2006

IPW/ITIL: Users in trouble...

Continuity Availability Mgt Mgt Service Planning

Configuration Management Service Operations

Quint Wellington Redwood 2006

Approach to ITSM Implementation

Quint Wellington Redwood 2006

Overview of project phases