ITIL & ISO 20000

1
ITIL ISO 20000

• -Experiences and viewpoints on the ITIL framework
  and ISO 20000
• Thesis by Kent Illemann

2
Content

• Survey data - method
• Thesis conclusions
• Familiarity ITIL / ISO 20000 and implemented
  processes of ITIL
• ITIL implementations
• Process efficiency in organisation and
  implementation focus
• The need for a tool to support implementation
• ITIL and ISO working together
• ISO certification
• Comments, benefits and drawbacks of ITIL andISO
  20000

3
Method

• 2 workshops were conducted where 15
  IT-specialists discussed benefits, drawbacks and
  shortages of ITIL and ISO 20000.
• 150 IT-specialists responded to the survey.

4
ITIL / ISO 20000 - conclusions

• High focus on Service management with ITIL.
• About 50 of the organizations have high focus on
  increasing IT- processes, often due too
  IT-departments implementing ITIL in
  organizations.
• 20 of the ITIL implementations are less than
  adequate for organizations.
• 75 of the organizations shows high interest for
  tools that support implementation of frameworks
  and standards.
• Organizations mainly use classic tools such as
  office suites to support the implementation.
• Organizations use ITIL and ISO 20000 in
  conjuction.
• ISO certification not high priority for most
  organizations.

5
Familiarity and implemented processes in survey
population
48 of the respondents had ITIL implemented and
12 had ISO 20000 implemented in the organsation.
68 of the respondets are familiar with ITIL and
32 with ISO 20000.
6
Company size with ITIL implemented, among
respondents
The majority of the respondents work in large
companies.
7
High focus on Service management with ITIL
4 processes stick out from the others and these
have high focus on service and technology.
Change, Problem, Incident management and Service
desk. These are also the processes that have
most software support in industry solutions.
Which of the ITIL V2 processes have you
implemented?
8
About 50 of the organizations have high focus on
increasing IT- processes, often due to
IT-departments implementing ITIL in organizations.
Why are you following/implementing ITIL? -
There is a clear focus on efficiency only for the
IT-departments processes.
9
20 of the ITIL implementations are less than
adequate for organizations
Do you think that ITIL has increased the
efficiency of the companies IT-processes? 46
think that the implementation is better or
perfect for the IT-processes and 17 think its
less than adequate.
Do you think that ITIL has improved the alignment
with business?
10
75 of the organizations show interest for tools
that support implementation of frameworks and
standards.
Do you find it necessary to automate the
processes with a software tool to facilitate the
implementation of ITIL? There seems to be a high
interest for this. - Organizations mainly use
classic tools such as office suites.
11
Organizations use ITIL and ISO 20000 in
conjuction.
48 of the respondents have ITIL implemented and
12 has ISO 20000 implemented in the
organsation, all of the 12 had also ITIL
implemented.
12
ISO certification not a high priority for most
organizations.
Have you decided not to certify against ISO
20000? Almost 30 of the organizations have
decided not to certify. During the workshop
discussions there was very little interest in
certifying due to no real benefits for the
organization.
13
Comments on benefits and drawbacks of ITIL
andISO 20000

• Most users think ITIL and ISO 20000 is a good
  help for IT-organizations to increase efficiency
  and it creates a common language.
• Users think that ITIL is to technically oriented,
  but as the survey shows, that seems to be the
  focus for many organizations and implementations.
• 20 of the implementations are not satisfactory,
  is this due to lack of implementation work or a
  non mature organization?
• Some users want more detail for implementing the
  processes and some think that the level is
  adequate.
• The broad interpretation possibilities of ITIL is
  an advantage for larger organizations but an
  obstacle for smaller companies.
• ISO 20000 has a better, clearer view on what is
  to be focused on.
• ITIL and ISO 20000 are used in conjuction.