ISO 20000 Rediscovered

"It is easier to do a job right than to explain why you didn't. "
- Martin Van Buren -

If we browse thru brief ITIL history, we can see that ITIL (or its basic concepts) was present in IT since the wheel invention. There lies the key to its popularity in IT service business. What can an IT business do to improve it's functioning, but turn to ITIL, or some of its derivatives, like MOF or ISO/IEC 20000? You educate and certify people, define your functions and processes and introduce tools for their automation. And then you are ITIL compliant. Or not?

ITIL is best practice guidance. In the V3 it becomes a bit more prescriptive, but still it stays a framework that basically tells us WHAT we SHOULD DO. In ITIL V3 there are some more ideas on HOW, but that's not its forte. You can define everything by ITIL recommendations, and it can help you a lot in your Service Management work, but you are still not ITIL compliant. Because there is no such thing as ITIL compliancy. You can measure your processes and report on them all you want, but no one guarantees that you made it there.

An international standard for IT Service Management, ISO/IEC 20000, is heavily based on ITIL. It deals with most important ITIL processes, but also adds some new. It defines requirements and code of practice for ITSM, and also provides the tools for assessment and audit of the system.

By ISO 20000, use of ITIL is not mandatory, but since 20000 is by its nature above ITIL in the pyramid, implementation and certification is much easier (read: “only possible”) if it is ITIL supported. ISO 20000 requirements are very short, not much juice there. HOWs and SHOULDs are in ITIL, SHALLs are in ISO 20000. So know your ITIL.

Also, it doesn't hurt if a company is ISO 90000 certified. You know, mindset and experience...

So, a possible path of implementing ITSM is combination of ITIL and ISO 20k: You define the phases of implementation with processes according the pain you feel in your processes. Also you implement ISO 20000 Plan-Do-Check-Act methodology and metrics for every considered process. Educate people, define the scope, processes and roles. Implement automation tools. Check. Act…

A tiny catch: ISO 20000 requires full frontal coverage, all processes have to be implemented. Scope can be limited only to a specific customer or part of organization. But you can keep your ITIL phased implementation, process by process, or in groups of processes. Apply what ITIL tells you, and implement what ISO20000 requires in each phase. In the end, you have a Service Management organization functioning on best practice principles and ready for ISO20000 certification.

ITSM pyramid

Certification
ITIL Qualification Scheme is for the people. Companies are not certified. Example: my company certified a bunch of people in ITIL Foundations 5 years ago. 95% of them left the company since then. In the meantime, we recognized the cost of repetitious certification of new employees. So we developed internal informal ITIL training, to support our business needs and processes. Only higher positioned people get formal ITIL certificates. We created internal support policies, procedures and work instructions, some of them included in our ISO9000 QMS, some external.

Now, ISO/IEC 20000 provides certification on a company level. External auditor (Registered Certification Body) conducts the review, and if the company meets the certification criteria, it can be certified and display the logo.

So if a company wants to be competitive, and introduce order and best practices in their service business, it should definitely think about ISO/IEC 20000 certification.

ISO20k doesn’t introduce much overhead, it just tells you in advance what things shall be done eventually, and keeps you from wandering in the dark. If implemented right, certificate should be a bonus, not the target.

Related posts: ITIL ISO/IEC 20000 Compared : ISO/IEC 20000 Essentials : Implementing ITIL and Staying Alive