ISO 20000 & ITIL Avo Raup itSMF Eesti
By 2008, ‘pliance’ [read – ISO 20000 Certification] will be a buying criteria in 75% of relevant IT sourcing decisions. Gartner Inc. G00t36652, January 5, 2006
ITIL®
ITIL provides best practice guidance
No inherent measurement of capability
It is not possible to be “pliant”
Independent certification focuses on individuals
ITIL Foundation
ITIL Practitioner
ITIL Manager
ISO 20000
ISO 20000 provides the measurement against ITSM
Recognised worldwide
ISO 20000 offers independent certification focusing on service provision
ISO 20000 – the industry Service Management Standard
ISO 20000 certification
Is specially important anizations in which quality IT services are essential
finacial and health services, utilities
Is relevant anizations that provide managed services and outsourced IT services
Not seeking certification – use ISO 20000 as a guide
ISO 20000 certification
Will be granted
only anizations that have ITSM
will certify only the ITSM operation inside anizations
Will NOT be granted
to products
to best practice advisory services offered by anizations
Eligibility criteria
anisation must be able to demonstrate it has management control of each of the ISO 20000 processes
Eligibility criteria
Management control of a process consists of:
knowledge and control of the inputs
knowledge, use and interpretation of the outputs
definition and measurement of metrics
demonstration of objective evidence of accountability for process functionality
definition, measurement and review of process improvements
Eligibility criteria
There are 217 requirements within the ISO 20000 standard.
You need to cover the whole brunt of the standard, all those 217 requirements.
ISO 20000 Part 1
ISO/IEC 20000-1:2005 is the formal Specification and defines the requirements for anisation to deliver managed services of an acceptable quality for its customers. The scope includes: Requirements for a management system; Planning
06 ISO 20000 ITIL 来自淘豆网www.taodocs.com转载请标明出处.