Nyheter i ITIL Kopplingen till ISO/IEC itsmf Sweden

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1 Nyheter i ITIL Kopplingen till ISO/IEC itsmf Sweden Ulf Myrberg ulf.myrberg@bita.eu,

2 Vad är itsmf? Den enda internationellt kända och oberoende organisation dedikerad till området IT Service Management. Det är en icke vinstdrivande organisation som helt ägs och drivs av sina medlemmar. itsmf bildades i England 1991 har nu lokala föreningar i 51 av världens länder. Huvudsyfte Att stödja, marknadsföra och hjälpa till att utveckla praxis inom ITSM och höja kompetensen hos de som arbetar inom området ITSM.

3 IT Service Management Forum (itsmf) itsmf Syfte Att utveckla och stödja praxis inom ITSM området Att höja och utveckla kompetensen hos SM-personal Att tillhandahålla ett verktyg för att hjälpa medlemmar till förbättring inom ITSM området Att tillhandahålla ett forum där medlemmarna kan utbyta information och erfarenheter

4 itsmf Sweden itsmf Medlemsskap Medlemmar finns från hela företags-sverige Alla typer av organisationer finns representerade - användarorganisationer, produkt- och tjänsteleverantörer, institutioner Över 1700 medlemmar och knappt 600 medlemsföretag i Sverige Regionaliserad verksamhet i 4 regioner från norr till söder

5 IT Service Management! The interface between IT & Business Starts with the business needs Supports these by delivering agreed, defined, cost effective and value adding Services. Working in processes Continually Improving According to Good Practice! Business Stability! Quality! Security! Simplicity! Responsiveness! Cost efficiency! Openness! Functionality Service Management Technology

6 Service Resources & Capabilities Service Value Hardware Application Processes Personal Utility (Functionality, fit for purpose) Warranty (Availability, Capacity, Security, Continuity) IT The Business

7 Works closely with Business processes Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

8 ITIL and ISO/IEC ITIL is a best practice framework for Service Management processes. ISO/IEC is the international standard that defines the requirements for a Service Provider to deliver managed services of an acceptable quality for its customers * *ISO/IEC Information technology Service management Part 1: Specification

9 Linking standards and best practice Explanatory guidance of the standard Target for achievement Part 1 Specification ISO/IEC Formal Standard Part 2 Code of Practice Best practice guidance ITIL Implementation and Improvement plans Proprietary Policies, Processes & Procedures

10 ITIL Library The ITIL Core (5 books) Best practice guidance applicable to all types of organisations who provide services to a business The ITIL Complementary Guidance A set of publications with guidance specific to industry sectors and organisation types The ITIL Live An interactive expert knowledge centre where users can access time with ITSM experts to discuss questions and issues, and seek advice

11 Life-cycle phases/books Strategy Strategy behind offered IT-services Design Design of IT-service and service delivery Transition To transfer designed services into operation Operation Day to day delivery of IT-services, Factory Continual Service Improvement To be a learning organisation

12 ITIL v3 Complementary Portfolio Just some of the current plans and ideas: Key element guides (March 2008) Study aids Scaling guidance CxO briefings Integration and comparison ITIL + ISO standards COBIT CMMI, escm Verticals (+ other directions) Industry Public/private/charity etc Geographical and cultural Multinational, multilingual, multicultural, multiversal And more your ideas and input please..

13 ITIL Live Web services The ITIL community centre White papers and case studies Service Management model Ask the expert bites Glossary ITIL e-lert and topic Interest subscription ITIL Client Lounge E-subscriber service Interactive facilities ITIL Live talk and Regular Audio features

14 What s new Lifecycle structure Service Portfolio BRM BRM & SRM SRM BSM BSM Asset Asset & Deployment Event Event Request Testing Knowledge Measurement Application & Technology Organization Facilities Operations & Demand Outsourcing What s improved Incident Problem Change Configuration Release Continuity ServiceDesk Financial Capacity Availability SIP SIP Metrics Monitoring & control SLM SLM

15 Alignment between ITIL and ISO/IEC Spirit of intent, rather than by control ISO/IEC written so that other best practices can be used to achieve the requirements The most common route to achieving the requirements of ISO/IEC is still via the use of ITIL advice

16 Alignment with ITIL Alignment with ITIL is key to the majority of the customers for this standard. For this reason, the agreed alignment statement should be upheld. ITSMF International and OGC endorse alignment between ISO/IEC and ITIL so that adoption of ITIL positions a service provider to achieve ISO/IEC ITIL and ISO/IEC are aligned: ITIL is not based on ISO/IEC ISO/IEC is not based on ITIL The links between ISO/IEC and ITIL are ones of spirit and intent, not of control. Both serve different purposes and are therefore different in intent, format, structure, style and detail.

17 ITIL v3 and ISO/IEC One of the intents of ITIL v3 was to retain, and improve alignment with ISO/IEC Less differences than with v2 v3 s service lifecycle approach is a closer alignment to ISO/IEC 20000

18 ITIL v3 and ISO/IEC :2005 v3 terms: Asset CMS Service Portfolio Deployment Differences do not present any barrier to achieving the requirements of the standard.