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    Implementing Service Quality based on ISO/IEC 20000: A Management Guide
    Implementing Service Quality based on ISO/IEC 20000: A Management Guide
    Implementing Service Quality based on ISO/IEC 20000: A Management Guide
    Ebook125 pages1 hour

    Implementing Service Quality based on ISO/IEC 20000: A Management Guide

    By Michael Kunas

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    About this ebook

    Many customers look for suppliers with ISO/IEC 20000 certification, seeking the reassurance it provides. This book will guide you through implementation and certification. Your streamlined management processes will enable you to offer first-class customer service at competitive prices. The positive impact on your profit margins is just one of the benefits that certification can give you.

    LanguageEnglish
    Publisheritgovernance
    Release dateOct 25, 2012
    ISBN9781849284448
    Implementing Service Quality based on ISO/IEC 20000: A Management Guide
    Author

    Michael Kunas

    Michael Kunas is an ISO/IEC 20000 Lead Auditor and ITSM Consultant with over 15 years’ experience in all areas of computer science. He has many years’ experience as a worldwide consultant, lecturer and conference speaker on the topic of ISO/IEC 20000 and its related frameworks and methods. He has also co-authored a book on Mathcad Software and articles about IT service management, ITIL and ISO/IEC 20000 in Spanish computer newspapers, such as Data TI and Computerworld.

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      Book preview

      Implementing Service Quality based on ISO/IEC 20000 - Michael Kunas

      Resources

      INTRODUCTION

      This management guide provides an overview of the requirements of the implementation of a service management system that conforms to the requirements of ISO/IEC 20000-12011.

      Implementing Service Quality based on ISO/IEC 20000 is aimed at CIOs, project managers, ISO/IEC 20000 consultants, auditors and implementers in IT consulting, IT service, and other companies which offer IT services and want to implement the Standard to show to their clients that they offer the highest standard of quality in their services.

      This book is intended as a management guide on ISO/IEC 20000, so it has little information about the background and history of the ISO/IEC 20000 Standard. It is an overview of implementation, rather than a detailed implementation guide, and it is not a substitute for reading and studying the Standard itself.

      CHAPTER 1: INTRODUCTION TO ISO/IEC 20000

      The ISO/IEC 20000 Service Management Standard, first published by the organisations, ISO (International Organization for Standardization) and IEC (International Electrotechnical Commission) on 14 December 2005 and revised on 15 April 2011, is the internationally recognised standard in IT service management. The ISO/IEC 20000 series is based on the BS 15000 series developed by the British Standards Institution (BSI).

      The goal of ISO/IEC 20000 is to establish a common reference standard for all companies which provide IT services for internal or external customers. Another goal is to promote a common terminology. Thus, the Standard has a significant contribution in the communication between service providers, suppliers and customers.

      What are the benefits of implementing and certifying according to ISO/IEC 20000?

      These will, of course, differ from organisation to organisation. However, the following list is a pretty good representation of the common results:

      • Improved quality of service

      • Increased business, and customer, confidence

      • Improved reputation, consistency and interoperability

      • Continuous improvement assured

      • Optimised and controlled costs, through transparent and optimised structures

      • Management and staff understand their roles and processes better

      • Market advantage through a certificate issued by a recognised, independent, certification body

      • Service management integrated into the overall business processes.

      The integrated process approach from the Service Management Framework ITIL® is carried over to the Standard. This framework is positioned in a process model, which becomes part of the quality management system and is an important tool in communication with customers. The framework illustrates what processes control and continuously improves the service delivery.

      Even though there is a link between ISO/IEC 20000 and ITIL, they are not aligned. The key differences are as follows:

      • ISO/IEC 20000 requirements are completely independent of organisational structure or size, while ITIL includes advice and options for some aspects of organisational structure.

      • In ISO/IEC 20000, service reporting is a separate process, while ITIL makes reference to service reports as part of the continual service improvement stage as well as part of every process.

      • Service continuity and availability management have been combined in ISO/IEC 20000, while in ITIL, service continuity and availability management are separate processes.

      • In ISO/IEC 20000, capacity management is presented as a single unit, while in ITIL three aspects are described: business, service and component capacity management.

      • Financial management within ISO/IEC 20000 focuses purely on budgeting and accounting activities, while ITIL includes in-depth discussion on pricing and charging, which, of course, cannot be mandatory activities in any organisation.

      • ITIL includes functional areas and 26 processes in life cycle stages while ISO/IEC 20000 focuses on the service management system (SMS) and 13 processes (no functions).

      Figure 1: Relationship between ISO/IEC 20000 and ITIL

      CHAPTER 2: SERVICE QUALITY AND ISO/IEC 20000

      What is quality?

      According to the American Society for Quality (ASQ), it is defined as follows: ‘A subjective term for which each person or sector has its own definition. In technical usage, quality can have two meanings:

      1. The characteristics of a product or service that bear on its ability to satisfy stated or implied needs.

      2. A product or service free of deficiencies.’

      The Standard ISO9000 defines quality in the following way: ‘Degree to which a set of inherent characteristics fulfils requirements’. (Note: The term ‘quality’ can be used with adjectives, such as poor, good or excellent. ‘Inherent’, as opposed to ‘assigned’, means existing in something, especially as a permanent characteristic.)

      The common element of all quality definitions is that the quality of a product or service refers to the perception of the degree to which the product or service meets the customer’s

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