Sharing the success Certification Case Study

Transcription

1 Sharing the success Certification Case Study Matthew Ha Quality Manager Hewlett-Packard 2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

2 You want to know How long did it take from planning to be certified? How much the certification cost you? Why did you certify for BS15000? Why did you actually certify for BS15000? Did you use any external consultant? How many nonconformities (NCs) did you get?

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4 PC Market

5 e-zone

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7 Understanding BS15000/ISO20000

8 BS15000/ISO20000 in a Nut Shell An international standard for management system (Like ISO9001). First world-wide standard specifically for information technology services management (ITSM). Requirements for an organization to deliver managed service of an acceptable quality to its customers. 100% aligned with IT Infrastructure Library (ITIL) which is the most widely adopted approach to IT service management in the world.

9 BS15000/ISO20000 & ITIL BS /ISO20000 IT Infrastructure Library Standard Minimum requirement Comply Starting point Guideline Best Practices Adopt and adapt Goal

10 BS15000/ISO20000 Service Management Processes Managerial Area Management Responsibility Documentation Requirement Competence, awareness and training Plan service management (P) Implement service management (D) Monitor, measuring and reviewing (C) Continuous improvement (A) ISO9001 Planning and implementing new or changed services Capacity Management Service Delivery Service Level Management Information Security Management Functional Area (13 processes) Service Continuity & Availability Management Release Release Management Service Reporting Control Configuration Management Change Management Resolution Incident Management Budgeting & Accounting for IT Services Relationship Business Relationship Management Problem Management Supplier Management

11 Planning and implementing new or changed services (BS clause 5) Plan Create a service management Plan Do Implement the service management plan Act Identify improvement activities Document service improvement plan Check Conduct service management reviews Conduct audits

12 Service Level Management (BS clause 6.1) Plan Document service level agreements (SLAs) and contracts. Do Control changes to SLAs Maintain SLAs to ensure up-to-date Act Document actions in service improvement plan Check Monitor service levels Report nonconformance

13 Capacity Management (BS clause 6.5) Plan Document capacity plan Do Carry out capacity plan Execute capacity management procedures Act Tune service performance Provide adequate capacity Check Monitor service capacity

14 Supplier Management (BS clause 7.2) Plan Document supplier management processes Document supplier SLAs Do Suppliers carry out SLAs Act Document actions in service improvement plan Check Conduct annual review with suppliers Monitor supplier performance

15 Sharing our experience

16 Course to Certification Objective Scoping Gap Analysis Project Planning System Design Documentation Implementation Audit & Review Certification

17 Objective Determine the goal of the certification Why go for BS15000 certification? What results can be expected?

18 Benefits of BS15000/ISO20000 Certification Align business objectives with IT services. Reduced IT costs Better quality services; increased uptime. Manage IT service processes with common approach. Build proactive processes. Demonstrate process maturity in service management. Achieve industry recognition.

19 Scoping Determine the scope of the certification What services? What geographic locations? Which organization/ department? Is this scope eligible?

20 Eligibility Service provider must demonstrate management control over all ISO20000 defined processes. End Users HP Hong Kong IT service users HP Hong Kong Over 800 users Service Provider Internal IT Support Organization About 20 IT support staffs Manage infrastructure and end-user support services Suppliers Off-shore Helpdesk Telco Internet service provider Organization for certification

21 Gap Analysis Identify the gaps to meet BS15000 requirements Are there deviations? How much are the deviations? Can we bridge the gaps? Consultant or selfassessment?

22 Gap Analysis Tool: OGC (UK) IS Management Self Assessment Questionnaire (Now hosted by itsmf)

23 Gap Analysis Results Service Delivery Service Level Financial Availability 0 25 Release Service Support Service Desk Incident 0 Change Problem Capacity Service Continuity Configuration

24 Project Planning Plan how to achieve the project goal What resources do we need? What are the major milestone? What is the financial implication?

25 Project Team & Committee Sponsor Project manager Program manager Internal auditors Server & data team lead User support team lead Service delivery mgr Network team lead Client management Supplier management Document reviewer Document review Technical writer Document writing Internal IT Support Organization

26 System Design Design the service management system How to close gaps (from gap analysis)? What processes? How processes are interrelated? Any enabler?

27 IT Service Management System Customers End Users Relationship Business relationship management Supplier management Complaint management Capacity management Service Level mgmt Service level change management Information security management Service Delivery Service continuity & Availability management Service reporting Budgeting & accounting for IT services Plan & Implement Service delivery planning Operation management Resource management Document control Review & Improve Internal audit Management review Corrective action Service improvement Resolution Incident management Problem management Control Configuration management Change management Release Release management 15 functional processes & 8 managerial processes

28 Enabler Use HP OpenView Service Desk (OVSD) to automate Configuration management Incident management Problem management Change management

29 Documentation Document the service management system What are these documents? Who shall write the documents, by when? Do we need expert s review?

30 Documentation Structure System Management Plan forms the cornerstone making reference to all process documents. Process documents provide high-level description of ITSM processes. Operations requirements for particular ITSM process consist of procedures, operational manuals and related forms.

31 Implementation Implement the service management processes How to ensure training is effective? Any change management issue? What process changes do we implement first?

32 Process Implementation Priority Business Relation Management Supplier Management Capacity management Service continuality & availability management Service reporting Information security management Budgeting & accounting for IT services Service Level Management Planning & Implementing new or changed services Incident management Problem management Change management Release management Configuration Management

33 Audit & Review Assess service management system s performance Does it meet business objectives defined? Does it meet customer requirements? Does it meet BS15000 requirements? Is the system effective?

34 Certification Go for certification Which certification bodies? How much are the charges?

35 Certification Process Select & appoint a Registered Certification Body. Confirm the scope of the audit. Carry out 1 st stage assessments to determine readiness and identify gaps. Undertake improvement activities and close any gaps. Arrange a date for the 2 nd assessment (certification audit).

36 Selecting Certification Body Criteria ITSM recognized certification body Local auditing team presence Within budget Certification Surveillance audit LRQA First 4 ITSM RCBs One local BS15000 auditor 4 man-days (1+3) assessment 2 surveillance audit per year

37 First Company in Hong Kong Certified BS15000 Certificate awarded to Hewlett- Packard Hong Kong on August 12, tification.com/

38 Key Learning

39 Critical Success Factors Implement ITSM processes with PDCA approach. Determine an appropriate certification scope. Leverage applications designed for ITSM. Get top management support.

40 Best Practices Make use of OGC Self Assessment kits. Implement with HP OpenView Service Desk. Employ consultants selectively for specific activities.

41 BS15000 Certification Trend As of June 15, 2005 India (4) HP Japan (2) USA (1) EMEA (18) Australia (1)

42 2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice