Integrated Service Management

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Integrated Service Management The holy
grail to business excellenceCraig Pattison,
Director of Certifications and Qualifications
itSMF International
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• 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?

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• PART 1 Setting the Scene

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

• The Eighties
• The ITIL concept emerged in the 1980s, 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
  1990s. 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.

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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.

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PART 1 BS15000 ISO/IEC 20000 Evolution

• Committee established in the late 80s
• 1998 - Code of practice (A4 book, 4 processes)
  1998 
• 2000 Code of practice (A5 book, 13 proceses)
• Self Assessment Workbook
• First edition of the Managers' guide to service
  management (A5 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( A4 unbound)
• 2003 New edition of the Code of Practice (A4
  unbound)
• 1st July itSMF certification scheme launched

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PART 1 BS15000 ISO/IEC 20000 Evolution

• 2004
• 27th February - 3 companies certified
• Planning for fast-track submission to become
  ISO/IEC 20000
• 10th November - submission made to ISO/JTC01/SC7
• Additional supporting material (First volumes in
  the 'Achieving BS 15000 series)
• 2005
• May - Yes with comments
• May - October - comment resolution
• Nov - ISO Editorial work
• 1st Dec New work item proposals submitted by the
  BSI to SC7
• 4th Dec - Publication of ISO/IEC 20000 and
  withdrawal of BS 15000

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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

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PART 1 Exploding the ITSM myths
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PART 1 What is Integrated Service Management?
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PART 1 What drives ISM?
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PART 1 The ongoing development of 20000

• Harmonisation with other SC7 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
• itSMF-International is committed to supporting
  and will continue to support ISO/IEC 20000 and
  associated standards

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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, itSMFI 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 v3 and ISO/IEC 20000

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PART 1 ITSM Maturing
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PART 1 Global, National and Regional Levels
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PART 1 Global, National and Regional Levels
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PART 1 Global, National and Regional Levels
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PART 1 Global, National and Regional Levels
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PART 1 Global, National and Regional Levels
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PART 1 Global, National and Regional Levels
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PART 1 Global, National and Regional Levels

• Chinas 11th 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
  

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PART 1 Global, National and Regional Levels
December 2006, Data Overview Australia And New
Zealand IT Services Investments And Attitudes
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• PART 2 Driving Business Excellence

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PART 2Board view

• Validates the organizations vision and mission
• The 5 Ws
• Credible and respected
• Mover advantage

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PART 2Managerial view

• Transparency and accountability
• An interdepartmental management activity to
  realize Quality, Cost and Delivery

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PART 2IT 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

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PART 2Tying it all together

• Design with all in mind
• Design for full integration
• Live your competitive advantage
• Bigger than any individual

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PART 2Tying it all together

• One business case
• One toolset
• One set of integrated service management
• processes

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PART 2Tying it all together

• SERVICE IMPROVEMENT
• Appointment to Steering Committee
• Periodic reviews

Ongoing engagement
Improvement
Stage 3
Legend SStandardise DDo CCheck AAct
Post Implementation Assessment
Stage 2
Legend PPlan DDo CCheck AAct
P
A
Assessment Implementation
D
C
Stage 1
Legend SStandardise DDo CCheck AAct
S
A
Workshops
Stabilise the patient
D
C
Time
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PART 2What next for ITSM?

• ITIL v2, v3, and ISO/IEC 20000
• Internationalization of itSMF Certification
  Scheme
• Internationalization of IoSM

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More information

• To purchase the ISO/IEC 20000 Standard -
  www.iso.org
• itSMF International - www.itsmf.org
• Contact craig.pattison_at_itsmf.org