Beyond Itil to Bs15000

8/11/2019 Beyond Itil to Bs15000

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Beyond ITIL To BS15000


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How Did It Start

BS15000 grew from ITIL and the need to demonstrateconformance with best practice.

Developed by BSi as part of their guidance on IT Service

Management.

Designed form the beginning to fit in with ITIL,by many ofthe same people who were rewriting ITIL at the time.

BS15000 is the world's first formal standard forIT Service Management developed by the British

Standards Institute.


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What Is BS15000

The heart of BS15000 is some 6 pages of carefully

chosen words.These words set out to define and

delineate what things an organisation must to do in

order to deliver and support IT services for its

customers, be they internal or external customers. It

was developed by the British Standards Institution (BSi),

initially in 2000, and has now been revamped and

released as part of a larger integrated family of IT

Service management publications.


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What Is BS15000

The BS15000 certification scheme was formally

launched on 1stJuly 2003.

The Scheme

The scheme is owned and administered by IT

Service Management Forum (itSMF).

The itSMF accredits auditing organisations to

assess certification of an IT service provideragainst the requirements of BS15000.


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What Is BS15000

BS15000 itself consists of two parts.

Part 1 is the formal standard, this sets out

what an organisation is required to do forcompliance and to achieve certification

against that standard.

Also available is the PD0015 workbookaself service assessment workbook for

companies wishing to achieve BS15000.


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What Is BS15000

The specification defines the requirements for an

organisation to deliver managed services of an

acceptable quality for its customers.

It documents a list of objectives and controls that an

organisation may require to meet their business needs.


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What Is BS15000

Part 2, known as the Code of Practice expandsupon the bare requirement, offering expansion and

guidance to service providers who wish to achieve the

standard.

It follows the same base structure as Part 1 but in

less formal terminology,expanding where appropriate.

It describes the Best Practices for service

management processes within the scope of BS15000-1


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Why BS15000

Gartners View : -

BS15000 certification should be much more

indicative of quality and performance in IT

Services Management than ISO 9001:2000.This is because it will be much tougher to obtain

certification and therefore would be more

valued because of its direct relevance

- Gartner, July 2003


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Why BS15000

What are the key business drivers of the standard? : -

To provide a formal and auditable standard forthe delivery of IT Services within anorganisation.

To reinforce and provide formal accreditationbased on the best practice as defined by theexisting BSI Code of Practice for IT ServiceManagement (PD0005) and the Internationallyadopted IT infrastructure Library (ITIL) bestpractice guidance.

To be the foundation of a future ISOinternational standard.


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Why BS15000

Whatsin it for the industry? : -

Greater momentum of industry norms based

around ITIL

Common vocabulary and service metrics

Improved consistency in quality of service


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Why BS15000

Why an organisation should look to becoming BS15000accredited? : -

Gain a marketing/competitive edge

Potentially required by UK Government

Developed to fit in with ISO9000 family

Gartner sees a bright future for the standard,predicting a significant proportion of end-user(40%+) IT organisations seeking conformance by

2008


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Why BS15000

The Provision of High Quality IT Service

Commitment to Service Management

Understanding of Best Practice

Implementation of Best Practice

Ongoing Maintenance of Best Practice

What does achieving certification mean?

Demonstration of


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Why BS15000

What about the future?

No competing international standards therefore

Gartner believe it is very likely that BS15000

will be put forward to the International

Organisation for Standardization (ISO) for it to

become an ISO standard in its own right or as

part of ISO 9001.


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What is involved?

Typically an organisation will need to:

Demonstrate to their own satisfaction that they have

appropriate evidence of conformance to the Standard

Obtain an outside view prior to the audit either

external Consultant or Internal Audit Team

Arrange and participate in the formal audit


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The BS15000 Journey

Whats the Vision? Where are we now?

Where do we want to go?

How do we get there?

How do we know weve arrived?

How do we maintain momentum?

Planning BS15000

To infinity and beyond


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BS15000 For Beginners

Whats the current position?

What do we want to achieve?

How do we get there?


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BS15000 Process Flow

Where are

we now?

Where do we

want to go?

How do we know

weve arrived?

How do weget there?

Whats the

Vision?

High Level

Business Objectives

Assessment of

current position

What do we want

to achieve

Service Improvement

Programme

Measurable

objectivesSource: Planning to ImplementService Management.

How do we

maintain

momentum?


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Whats the Vision?

A Service Management vision is mutuallyagreed between IT and the Business by looking

at their forward business objectives.

The vision must include all aspects required to

realise the vision, People, Processes and

Products.


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Where are

we now?

Where do we

want to go?

How do weget there?

Whats the

Vision?

High Level

Business Objectives

Assessment of

current position

What do we want

to achieve

Service Improvement

Programme

Measurable


How do we know

weve arrived?

How do we

maintain

momentum?


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Where Are We Now?

Operation maturity Compare process philosophy with ITIL

Identify skill levels

Establish depth of documentation

Establish awareness Current Performance

Product metrics

Service Level Agreements

Customer Satisfaction Surveys

Liaison meetings


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Potential Barriers

Budget

Are appropriate processes in place?

Are the right skill sets available?

Will technology permit progress?

Does the organisation culture encourage

change?

How far are we from where we expected to be?

Is the IT organisation focused on the Business?


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IT &The Business

IT

Business

Group orces

External ustomers

Market Forces

Legislation

Perceptual Barrier

ITSM is the Service

Delivery

Mechanism for IT

SAP, BAAN,

Peoplesoft ..

Openview, Tivoli, TNG

Service Mgt ToolsTSM

Operations

Management

Infrastructure

Management


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Where are

we now?

Where do we

want to go?

How do weget there?

Whats the

Vision?

High Level

Business Objectives

Assessment of

current position

What do we want

to achieve

Service Improvement

Programme

Measurable


How do we know

weve arrived?

How do we

maintain

momentum?


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What We Want To Achieve


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Where are

we now?

Where do we

want to go?

How do weget there?

Whats the

Vision?

High Level

Business Objectives

Assessment of

current position

What do we want

to achieve

Service Improvement

Programme

Measurable


How do we know

weve arrived?

How do we

maintain

momentum?


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How is the journey managed?

Imperative to effectively manage the

project

Identified Project Manager Defined Project organisation

Issues identified and resolved

Resources need to be available

Regular progress reports


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Communication

Awareness campaign

Keep people informed

Outline reasons and benefits Use all available methods

Throughout the project

Encourage feedback and comments


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Organisational Change

The SIP will cross many organisationalboundaries

It may also result in people workingdifferently and even doing different jobs

Even the best plan will suffer if theseare not taken into account

This is why gaining commitment,motivation, involvement and

communication are so important These aspects can reduce the resistance

to the changes


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Cultural Change

The SIP will also have an impact on the Culture

of the organisation

It will change values, beliefs and practicesshared within the organisation

Again, many people will be resistant to these

changes

It is important to discuss these issues and re-iterate the benefits of the programme


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Training

If process and products are changing,

people will need training

Identify people affected Identify best training approach, class,

self-learning, external etc

Plan for the training


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Where are

we now?

Where do we

want to go?

How do we know

weve arrived?

How do weget there?

Whats the

Vision?

High Level

Business Objectives

Assessment of

current position

What do we want

to achieve

Service ImprovementProgramme

Measurable

objectives

How do we

maintain

momentum?

Source: Planning to Implement

Service Management.


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Arrival

After our careful planning and

exhausting journey, how do we knowwe have arrived at the correct

destination?


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Where are

we now?

Where do we

want to go?

How do we know

weve arrived?

How do weget there?

Whats the

Vision?

High Level

Business Objectives

Assessment of

current position

What do we want

to achieve

Service ImprovementProgramme

Measurable

objectives

How do we

maintain

momentum?

Source: Planning to Implement

Service Management.


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Maintaining Momentum

Once we have achieved our goals, how do

we ensure we maintain them?

We may have arrived at the correct

destination, but how do we stop ourselves

ending back up where we started?


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Momentum Issues

Initial enthusiasm quickly vanishes

Perceived lack of success

Business fashions change

Technology advances impact programme

Loss of Champions

Resistance to change re-surfaces


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Maintaining Momentum

Continuous measurement

Regular reports

Shout about success

Continued improvement

Staff motivation

Constantly reinforce message

Retain focus


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Achieving BS15000

Assessing your current practices.

Comparing that with BS15000 process requirements.

Documenting and understanding the differences.

Closing the gap.

Being audited for compliance

Having the party.

Maintaining that compliance


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Demonstrating Conformance

The auditors will need to be satisfied that :

The relevant processes exist within the organisation

The processes are documented in appropriate

procedures

All relevant staff have access to, understand and

follow those procedures


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Traditionally ,within the ISO9000 certification

process, most of the demonstration of conformance

has rested upon supporting documentation.

Within BS15000 much of the evidence can be

supported by the proper implementation of a fully

integrated Service Management tool.


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A well implemented tool can :

Enhance and support the organisation in executing

the practices that conform with BS15000 process

Provide evidence of conformant process

Effectively constitute the process itself


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What Is BS15000

Incident Management - Specification

Objective: to restore agreed service to the business as

soon as possible or to respond to service requests.

All incidents shall be recorded.

Procedures shall be adopted to manage the impact

of service incidents.


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What Is BS15000


Procedures shall define the :

Recording

Prioritisation

Business Impact

Classification

Updating

Escalation

Resolution and formal closure of all

incidents


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What Is BS15000


The customer shall be kept informed of the progress of

their reported incident or service request and alerted in

advance if their service levels cannot be met and an

action agreed.

All staff involved in incident management shall have

access to relevant information such as :

Known errors

Problem resolutions

Configuration Management Database


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What Is BS15000

Incident Management Code of Practice

Objective : to restore normal service as soon as possible

in order to minimise business disruption.

Incident management should be :

Both a proactive and reactive process, responding

to incidents that affect , or potentially could

affect the service.

Be concerned with the restoration of the

customers service, not with determining the

cause of the incidents.


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What Is BS15000


The Incident management process should include :

Call reception, recording, priority assignment,

classification.

First line resolution or referral.

Consideration of security issues.

Incident tracking & lifecycle management.

Incident verification & closure.

First line customer liaison.

Escalation.


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What Is BS15000


The record closure procedure should include checking

to ensure that :

Details of resolution have been accurately logged.

The cause is categorised to facilitate analysis.

Both customer & support staff are aware of the

resolution.

The customer agrees that the resolution has been

achieved.

If a resolution is not to be achieved or not

possible, the customer is informed.

H C A T l H l ?


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How Can A Tool Help?

BS15000 also requires that service Incidents are effectively

managed and customers kept informed of the progress ofIncidents.

In line with the BS15000 standard a tool should allow

incidents to be :

Tracked

Meaningfully Updated for tends and reporting

Measured against SLA targets

Escalated with appropriate notification to Users

Re-assigned based on working procedures

State Changed to Problem, Known Error and

Change

Formally Resolved and Closed

H C A T l H l ?


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BS15000 also requires that staff managing incidents haveaccess to all relevant information.

The Tool should have :

A comprehensive Knowledgebase

Similar matching functionality for

Incidents

Problems

Known Errors

An internal Configuration Management Database

H C A TOOL H l ?


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How Can A TOOL Help?

BS15000 also requires that all Changes should be recordedand classified.

It also requires that the change process will control :

The approval

The implementation

The review

The ability to reverse or alter the process

H C A T l H l ?


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A Tool should also support all of these as well as :

Emergency changes

CAB assessment

Forward schedule of change/change calendar

Strategic decision points to control the direction

and content of the process

The ability to dynamically alter the assigned or

authorising user or support teams

Complaints process

Control of Configuration Items

H C A T l H l ?


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Configuration management objective:

To define and control the components of the service and

infrastructure and maintain accurate configuration

information.

H C A T l H l ?


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The CMDB should hold details of all C.I.s and theircomponents including a Service Catalogue.

It also maintains records of the C.I.s :

Physical and Organisational details

Financial and SLA details

Maintenance and Supplier contracts

Movement history

Relationships with other C.I.s for impactassessment

Ongoing costs and current status.

H C A T l H l ?


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Service Level Management objective:

To define ,agree, record and manage levels of service

H C A T l H l ?


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The Tool should record and measure distinct SLAs for eachincident , problem or change :

The SLA agreed with the Customer

The OLA within IT

The supplier SLA

Response , resolution and Escalation times forall of these.

H C A T l H l ?


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Many of the standard reports available within the Toolshould address the BS15000 requirements in the area of

Service Reporting, including :

Performance against service levels

Non compliance and issues, e.g. against the SLAor security breaches

Performance reporting following major events

Trend information based on physical,

organisational and product structures

Fault types

S


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Summary

We Have Looked At : -

What BS15000 Is

How It Came About

Why We Should Have It

How We Can Get It

How Can A Tool Help


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Beyond ITIL To BS15000

Beyond Itil to Bs15000

Documents