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itSMF Serbia regional conference – How to implement effective ITSM System

posledna verzija

Daniela Gavrilovska

on 6 June 2011

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Transcript of itSMF Serbia regional conference – How to implement effective ITSM System

How to Implement Effective IT Service Management System Ana Meskovska
Daniela Gavrilovska
01.06.2011 5th Annual itSMF South East Europe Conference - Belgrade About us:
Ana Meskovska, B.Sc. EE, CMC
Consultant at T&P Consulting
Quality and Information Security Manager
Member of the Board of directors of itSMF Macedonia
Daniela Gavrilovska,
Support Account Manager at Nextsense
Member of itSMF Macedonia Content:
Basic definitions
ITSM hierarchy
ITSM certifications
What is new?
Process of implementation
People, Process, Technology
Technology overview Basic Definitions IT service management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for ITSM, IT development and IT operations. ISO 20000 is the first international standard for ITSM (known as the quality standard for IT Service Management) ITSM Hierarchy In an uncertain economy, where should the enterprise focus its attention and resources? The No. 1 answer was “improving business process” When Implementing a change Ten Factors for ITSM Resistance No management commitment
Saying "YES" but meaning "NO"
ITIL is the objective not what it should achieve
Plan, do, stop.....no continual improvement focus
Never mind about following procedures just do what we normally do
ITIL never work here
Throwing (ITIL) solutions over the wall and hoping that people will follow them
IT thinks it doesn't need to understand the business to make a business case
Unable to specify the VALUE required by the business
Everything has the highest priority according to the users Services ITSM certifications Certifications for Organizations
ISO 20000 Certification
Certifications for Professionals
ISO 20000 Qualifications
ITIL Version 3 Qualifications ISO 20000 – Certificate for organizations - Any organization is able to claim compliance with the ISO/IEC 20000 standard
- It is more valuable for such claims to be independently verified as part of a formal certification scheme.
- ISO 20000 certified organization:
must comply with the standard
must be assessed by Registered Certification Body (RCB)
- RCB – organization registered by itSMF and granted permission to operate under the itSMF What is new? ISO/IEC 20000-1:2005  Information technology - Service management - Part 1: Specification
ISO/IEC 20000-1:2011  Information technology - Service management - Part 1: Service management system requirements Implementation process – Phase 1 Implementation process – Phase 2 Implementation process – Phase 3 - ITSM implementation = Change
- ITSM implementation is a project
clearly define processes
automation is excellent but needs to be suitable to your organisation Conclusion ? Thank you for your attention!
danielag@nextsense.com +38978288418
ana.meskovska@tpconsulting.com.mk +38975464706
Full transcript