Bon / Clifford Implementing ISO/IEC 20000 Certification: The Roadmap

1. Auflage 2008
ISBN: 978-90-8753-196-6
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 214 Seiten

ISO/IEC 20000 is the corporate standard for achieving quality within IT Service Management. As individuals achieve success in Service Management frameworks such as ITIL®, many organizations have identified the benefits of making the jump to full corporate accreditation. But, having made the decision to invest in this standard, what is the best way to implement adoption in an efficient and successful way?

This thorough, practical guide has been put together by real experts with real experience of how ISO/IEC 20000 works in the workplace and in the real world.

Part A of this title covers the step by step description of the ISO 20000 implementation process.

Part B contains real case studies from organizations who have successfully achieved ISO/IEC accreditation.

This Official itSMF guide is unique in that it not only describes the implementation process. It also suggests solutions to common problems and set-backs. An understanding of the many business pressures means that practical guidance on the business case, measuring success (or not), or the need for quick wins are all included in this book, making it an invaluable companion for all those working on an implementation project.

A sister guide to the hugely successful Official itSMF ‘Introduction to ISO/IEC 20000’ book, readers will find that this book becomes a key asset in delivering a practical, down to earth implementation program. Foreword by John Stewart of OGC.

Autoren/Hrsg.

Bon, Jan

Clifford, David

Inhaltsverzeichnis

1;Foreword;6
2;Acknowledgements and project layout;8
3;Part I: General guidelines on ISO 20000 implementation and certification;16
3.1;Chapter 1 Introduction to ISO 20000;18
3.1.1;1.1Why is this subject relevant?;18
3.1.2;1.2What is ISO 20000’s history?;20
3.1.3;1.3What is ISO 20000?;22
3.1.4;1.4Benefits and costs;42
3.1.5;1.5Perspectives on ISO 20000 Implementation;44
3.2;Chapter 2 The road to certification: planning and preparation;50
3.2.1;2.1Commitment of the service provider;50
3.2.2;2.2Commitment from other parties;54
3.2.3;2.3Determine goals;55
3.2.4;2.4Determine scope;56
3.2.5;2.5Assessment: how ‘certifiable’ is the organization?;60
3.2.6;2.6Set up business case;67
3.2.7;2.7Decision-making (start);69
3.2.8;2.8Planning;70
3.2.9;2.9Selecting a certification body;73
3.3;Chapter 3 The certification step-by-step;76
3.3.1;3.1Finalize scope;76
3.3.2;3.2Inventory of the management system ;77
3.3.3;3.3Re-adjust business case;86
3.3.4;3.4Make service improvement plan with help of assessment;86
3.3.5;3.5 Realize improvements;87
3.3.6;3.6Internal auditing;88
3.3.7;3.7External auditing;89
3.3.8;3.8Celebrate the result;91
3.3.9;3.9Pitfalls and problems;92
3.4;Chapter 4 Retaining the certificate;98
3.4.1;4.1Operational management;98
3.4.2;4.2Metrics and reports;101
3.4.3;4.3Surveillance audits;104
3.5;Chapter 5 Evaluate business case;106
3.5.1;5.1Period of experience;106
3.5.2;5.2Interests;106
3.5.3;5.3Operational benefits;107
3.5.4;5.4Management benefits;107
3.5.5;5.5Business benefits;107
3.5.6;5.6Costs of implementation ISO 20000;107
4;Part II: ISO 20000 Certification Case Studies;108
4.1;Case1: Electronic Data Systems IT Outsourcing;110
4.1.1;1.1Organization type;111
4.1.2;1.2Drivers for certification;112
4.1.3;1.3Quality management at the start of the project;113
4.1.4;1.4Parties involved;114
4.1.5;1.5Initial assessment;116
4.1.6;1.6Decision to go for certification;116
4.1.7;1.7Preparation for certification;118
4.1.8;1.8Internal audit;124
4.1.9;1.9External certification audit;126
4.1.10;1.10Preserving the certificate;127
4.1.11;1.11Evaluation of the business case;128
4.1.12;1.12Project evaluation;129
4.2;Case2: Fujitsu FIP Corporation;130
4.2.1;2.1Organization type;131
4.2.2;2.2Drivers for certification;133
4.2.3;2.3Quality management at the start of the project;135
4.2.4;2.4Parties involved;136
4.2.5;2.5Initial assessment;137
4.2.6;2.6Decision to go for certification;138
4.2.7;2.7Preparation for certification;141
4.2.8;2.8Internal audit;145
4.2.9;2.9External audit;145
4.2.10;2.10Preserving the certificate;147
4.2.11;2.11Evaluation of the business case;148
4.2.12;2.12Project evaluation ;148
4.3;Case3: ING Service Centre Budapest (SCB);152
4.3.1;3.1Organization type;153
4.3.2;3.2Drivers for certification;154
4.3.3;3.3Quality management at the start of the project;154
4.3.4;3.4Parties involved;154
4.3.5;3.5Initial assessment;155
4.3.6;3.6Decision to go for certification;156
4.3.7;3.7Preparation for certification;157
4.3.8;3.8Internal audit;158
4.3.9;3.9External audit;159
4.3.10;3.10Preserving the certificate;160
4.3.11;3.11Project evaluation;160
4.4;Case4: Marval;162
4.4.1;4.1Organization type;163
4.4.2;4.2Drivers for certification;163
4.4.3;4.3Quality management at the start of the project;164
4.4.4;4.4Parties involved;165
4.4.5;4.5Initial assessment;166
4.4.6;4.6Decision to go for certification ;166
4.4.7;4.7Preparation for certification;168
4.4.8;4.8Formal audit;169
4.4.9;4.9Preserving the certificate;169
4.4.10;4.10Evaluation of the business case;171
4.4.11;4.11Project evaluation ;171
4.5;Case5: NCS Pte Ltd, Singapore;174
4.5.1;5.1Organization type;175
4.5.2;5.2Drivers for certification;177
4.5.3;5.3Quality management at the start of the project;179
4.5.4;5.4Parties involved;180
4.5.5;5.5Initial assessment;183
4.5.6;5.6Decision to go for certification;184
4.5.7;5.7Preparation for certification;186
4.5.8;5.8Internal audit;187
4.5.9;5.9External audit;187
4.5.10;5.10Preserving the certificate;189
4.5.11;5.11Evaluation of the business case;189
4.5.12;5.12Project evaluation;190
4.6;Case6: Nippon Securities Technology Co., Ltd, Japan;192
4.6.1;6.1 Organization type;193
4.6.2;6.2Drivers for certification;194
4.6.3;6.3Quality management at the start of the project;196
4.6.4;6.4Parties involved;197
4.6.5;6.5Initial assessment;197
4.6.6;6.6Decision to go for certification;198
4.6.7;6.7Preparation for certification;200
4.6.8;6.8Internal audit;201
4.6.9;6.9External audit;201
4.6.10;6.10Preserving the certificate;202
4.6.11;6.11Evaluation of the business case;202
4.6.12;6.12Project evaluation;202
5;List of acronyms;206
6;Sources;208
7;Index;212