Integrated Service Management – “The holy grail to business excellence”

Craig Pattison, Director of Certifications and Qualifications –

itSMF International

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?

PART 1 – Setting the Scene

History of ITIL and the Standard

PART 1 The Evolution of ITSM

– The Story so far

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.

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.

PART 1 ITIL 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 WorkbookFirst edition of the Managers' guide to service management (A5 book)Specification, Edition 1Early 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

PART 1 BS15000 – ISO/IEC

20000 Evolution

2004 27th February - 3 companies certifiedPlanning for fast-track submission to become ISO/IEC 2000010th November - submission made to ISO/JTC01/SC7Additional supporting material (First volumes in the 'Achieving

BS 15000 series)

2005May - Yes with commentsMay - October - comment resolutionNov - ISO Editorial work1st Dec New work item proposals submitted by the BSI to SC74th Dec - Publication of ISO/IEC 20000 and withdrawal of BS 15000

PART 1 BS15000 – ISO/IEC

20000 Evolution

•Standard vs Framework

•Compliance vs Maturity Model

•SRO vs Process Owner

•Maturity Model vs CSIP

•All or Nothing

•Integrated vs Siloed

PART 1 Key differences

between ITIL & 20000

ITIL is based on ISO/IEC 20000 ISO/IEC 20000 is

based on ITIL

When ITIL v3 is published ISO/IEC 20000 will change

The five stage lifecycle of ITIL v3 will mean

ISO/IEC 20000 will be redrafted to have a 5

stage lifecycle approach

ITIL must be adopted to get ISO/IEC 20000

ISO/IEC 20000 is the ITIL standard

An organisation can be ITIL compliant

PART 1 Exploding the ITSM myths

PART 1 What is Integrated

Service Management?

PART 1 What drives ISM?

• 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’

PART 1 The ongoing

development of 20000

• 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

PART 1 Ongoing ITSM

alignment

PART 1 ITSM Maturing

PART 1 Global, National and

Regional Levels

PART 1 Global, National and

Regional Levels

PART 1 Global, National and

Regional Levels

PART 1 Global, National and

Regional Levels

PART 1 Global, National and

Regional Levels

PART 1 Global, National and

Regional Levels

• China’s 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

PART 1 Global, National and

Regional Levels

December 2006, Data Overview “Australia And New Zealand IT Services Investments And Attitudes”

PART 1 Global, National and

Regional Levels

PART 2 – Driving Business Excellence

Validates the organizations vision and mission

The 5 Ws

Credible and respected

Mover advantage

PART 2Board view

Transparency and accountability –

An interdepartmental management activity to realize Quality, Cost and Delivery

PART 2Managerial 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

PART 2IT view

Design with all in mind

Design for full integration

Live your competitive advantage

Bigger than any individual

PART 2Tying it all together

One business case

One toolset

One set of integrated service management processes

PART 2Tying it all together…

Time

Improvement

“Stabilise the patient”

Workshops

Assessment & Implementation

Post Implementation Assessment

Stage 1

Stage 2

Stage 3

SERVICE IMPROVEMENT

•Appointment to Steering

Committee

•Periodic reviews

Legend

S=Standardise

D=Do

C=Check

A=Act

S

DC

A

P

DC

A

S

DC

A

Legend

P=Plan

D=Do

C=Check

A=Act

Legend

S=Standardise

D=Do

C=Check

A=Act

Ongoing engagement

PART 2Tying it all together…

• ITIL v2, v3, and ISO/IEC 20000

• Internationalization of itSMF Certification Scheme

• Internationalization of IoSM

PART 2What next for ITSM?

More information

To purchase the ISO/IEC 20000 Standard - www.iso.org

itSMF International - www.itsmf.org

Contact craig.pattison@itsmf.org