ITIL and Achieving BS 15000 Service Management Workshop

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ITIL and Achieving BS 15000 Service Management
Workshop
Facilitator  Shirley Lacy, Director,
ConnectSphere SOCITM conference, October 2004
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Workshop Topics

• ITIL and BS 15000
• Applying ITIL and BS 15000 in practice what
  does it really mean?
• Exploring the benefits of implementing ITIL and
  achieving BS 15000

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• ITIL and BS 15000

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ITIL Best Practices from the OGC

• Service Support
• Service Desk
• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Release Management
• Service Delivery
• Service Level Management
• Financial Management for IT Services
• Availability Management
• IT Service Continuity
• Capacity Management

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What is BS 15000?

• Management system standard
• Service management specific
• Plan-Do-Check-Act processes
• Management responsibilities (including staff
  management)
• 13 service management processes
• BS 15000-12002 is a Specification
• Defines what is required
• Basis of independent third party audits
• BS 15000-22002 is a Code of Practice
• Explains the Part-1 requirements
• Is not part of the requirements
• Revised following an Early Adopters scheme
• Part of the BS 15000 series

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High level requirements Plan, Do, Check, Act
(PDCA)
BSI
Extracts from PD00152002 are reproduced with the
permission of BSI under license number
2003DH0285British Standards can be obtained from
BSI Customer Services, 389 Chiswick High Road,
London, W4 4AL
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BS 15000 - Service Management Processes
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BS 15000 Current Status

• 3 methods of demonstrating compliance
• Internal reviews
• Assessment of service management processes are
  compliant with the standard, done by people in
  the organisation
• External reviews
• As for an internal review but independence
  impartiality gives greater weight
• Certification Audit
• Professional audit done by an itSMF Registered
  Certification Body

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Current Status

• itSMF manage a certification scheme for BS 15000
• DNV Certification Ltd
• DQS GmbH
• KPMG Audit plc
• LRQA Ltd
• BSI Management Systems
• Certified service providers
• Wipro
• CSC
• Digital Global Soft
• More in the pipeline
• Interest in the UK and outside the UK
• Referenced in recent UK ITTs
• BS 15000 en route to become an ISO in 2005

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Comparison to ITIL

• BS 15000 and ITIL are aligned but
• ITIL is a set of guidelines
• BS 15000 is a set of universal requirements
• Minor differences in scope and grouping
• Anyone can claim they have adopted ITIL
• BS 15000 requires top down approach
• Integrated processes
• Management ownership of processes
• Management commitment
• BS 15000 does not specify ITIL
• ..but BS 15000 would be difficult to achieve
  without ITIL
• ..BS 15000 checks ITIL has been adopted
  intelligently

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• Implementing ITIL and
• Achieving BS 15000 in practice

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BS 15000 relationship to- other BS
publications, ITIL and in-house documents
BSI
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BS 15000 and ITIL
BS 15000 Top Down
Quality
ITIL Bottom Up
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Scoping for BS 15000

• Scoping statement
• IMPORTANT
• Needs to be agreed with the auditor in advance
• BS 15000 Part 1 is the specification
• The auditor requires evidence that ALL the
  requirements in Part 1 are met
• e.g. Capacity management shall produce and
  maintain a capacity plan.
• Shall is a term used in standards and it means
  MUST, ie it is not optional
• The service provider MUST have a capacity plan
  and manage capacity
• ALL the BS 15000 processes are in scope
• Part-certification is not possible

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Critical Success Factors to AchieveBS 15000

• Application must be seen to drive improvement and
  not bureaucracy
• Must be seen to be fixing a problem, answering a
  question or a need
• Inside enterprises, needs to complement ISO 9001,
  etc. and not compete
• Must be seen to be relevant and to reflect and
  drive best practice - an indicator of quality
• Must not restrict service providers ability to
  differentiate themselves

Gartner Strategic Planning, SPA-13-3434
Research Note S. Mingay, M. Govekar,
4 March 2002
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• Exploring the benefits of implementing ITIL and
  achieving BS 15000

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Is this where you are today?

• High levels of customer service
• Customers satisfied
• Good customer relationship
• Customer facing processes that work
• Proactive, flexible, responsive to constant
  change
• Meets corporate governance, regulatory legal
  requirements
• Value For Money
• Risks of failure / outages managed
• Service provider owns the end to end services
  that are aligned with the business needs

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BS 15000 Benefits to end-user enterprise

• Allows internal IS to demonstrate to the business
  that its service delivery follows best practice
  processes and is performing well
• Provides business management with confidence in
  the IT assessment of delivered service quality
• Common inter-enterprise operational process
  standard
• Reduced risk and thus reduced cost in using
  external service providers
• Ability to manage complexity across a diverse
  computing environment
• Improved implementation of tools to automate
  service management processes

Gartner Strategic Planning, SPA-13-3434
Research Note S. Mingay, M. Govekar,
4 March 2002
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Discussion

• The benefits of implementing ITIL and BS 15000
• ITIL
• BS 15000
• Both?

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Case Study - Benefits of Implementing BS 15000
and ITIL

• Enables the council to
• Better implement Electronic Government
• Better support Electronic Service Delivery
• Improve efficiency and effectiveness ready for
  the Best Value reviews
• Be ready to plan and implement government driven
  initiatives such as euro compatibility
• BS 15000 will help IT to deliver
• Confidence in IT as professionals
• Improved customer satisfaction
• A proactive Service Desk
• ITIL is the basis for staff to gain formal
  qualifications in service management
• ITIL provides the detailed best practices that we
  can adopt without re-inventing the wheel

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Case Study Council

• Current Situation
• Recent IT issues
• Help Desk
• Not skilled to resolve user incidents at the time
  of the call
• Inefficient incident and problem management
  processes
• Does not deliver the level of service that users
  need or expect
• Increasing volumes of change
• Increased risk of higher call volumes from major
  roll out

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Summary

• Questions
• Web sites
• www.bsi-global.com
• www.itsmf.com
• www.iseb.org.uk
• www.connectsphere.com
• Contact details tel [phone]
• Shirley.Lacy_at_connectsphere.com