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Collection The 1.1 IT service management project implementation background
What is IT service management
IT service management has become a growing concern in a new field, and there have been many definitions in its development. World authoritative research institutions in the field of IT gartner thinks, IT service management is a set of service level agreement (SLA) to ensure the quality of IT service of coordinated process, IT is a blend of system management, network management, system development and management
The theory and practice of many processes such as management activities, change management, asset management, problem management, etc. IT service management in the field of international authoritative organizations IT service management BBS (itSMF) is considered, IT service management is a process oriented, take the customer as the center, the method of IT by integrated IT services and enterprise business, improve the enterprise IT services to provide support and service ability and level. After years of development and research, IT service management ISO20000 international standards of IT service management provides a clear and concise definition, namely the IT service management is the management services to meet the needs of business ", the concept of direct has been clear about the IT service management goal is must meet the requirements of the business, while the content of the service management in the definition of 13 of the management process and management. Iso20,000 encourages the adoption of a comprehensive process approach to deliver managed services to meet business and customer requirements.
Why do you implement IT service management based on iso20,000 standards
With the intensification of market competition and the rise of e-commerce around the world, enterprises must continuously and quickly to management and change of its business, a large part of the business enterprises is increasingly dependent on the IT systems to provide to the satisfaction of customer service, and because of that, a robust and flexible IT solutions for these enterprises is very important. Such solutions should, of course, address the business needs of the enterprise first, but equally importantly, they should be manageable in their own right, otherwise their support for the business is not guaranteed. Therefore, it is not optional to invest in improving the efficiency and effectiveness of service management. Instead, it provides a solid foundation for the successful operation of the business. In order to achieve high quality service management, we can use the practice to prove the best practice of service management. These practices are based on the ITIL series of guidelines developed by the ministry of commerce in the UK and the UK's first developed national standard bs15,000, which eventually forms iso20,000 international standards. Therefore, the implementation of IT service management based on ISO20000 is a solid foundation.
ISO/IEC20000 1.2:2005
Iso20,000 is based on the ITIL best practices and bs15,000 system, and was released by the ISO in December 2005 with the first international authoritative IT service management system standard. This set of system specification adhering to the "take the customer as the center, process oriented" service concept, aims to help organizations effectively identify critical process and management of IT service management, ensure to meet customer and business needs at the same time, in accordance with accepted "P - D - C - A" methodology application, give full play to the IT service the ability of continuous improvement, ultimately achieve business organization with the purpose of the minimum cost to obtain maximum yield value.
ISO20000 system specification mainly includes two chapters, the first chapter for the IT service management practices, including the five process groups, respectively, to provide the service process, the release process and solve process, the relationship between process, control process and group covered 13 service management processes, and system management responsibilities, documentation requirements and ability, consciousness and training, and together as the reference standard system certification. The second section provides guidance for IT service management and provides a reference for the implementation of the system certification.
The scope of the main coverage of the iso20,000 system
The scope of iso20,000 mainly consists of four aspects:
Management responsibilities, including management responsibilities, document requirements and capabilities, awareness and training of the three main modules;
The plan and implementation of service management includes four core process modules, "p-d-c-a";
New or change service planning and implementation, primarily for the process management of new or change services;
The service management process, which includes the five core process groups, provides the service delivery process, the relationship process, the resolution process, the control process and the release process.
Second, the necessity of obtaining iso20,000 certification
ISO20000 not only as the first set of IT service management system on international standards, at the same time, based on the best practices of ITIL and PDCA methodology system principle, in the field of IT services within the scope of authority and popularity. Standardizing the service management process through the system standards can help IT managers break through the technical thinking and apply process management ideas to facilitate integration of IT and business. It is this that makes iso20,000 certification a global phenomenon.
To implement iso20,000 certification system
Ø agreed service report form and content, to ensure the status quo of IT services is transparent for the customer;
Ø service level clearly defined, can manage the expectations of customers;
Ø against the service level, can make the service provider's performance indicators at all levels;
Ø internal process clearly defined, remit that clear, improve internal efficiency, improve customer satisfaction;
Ø specification to supplier management, to ensure consistency of service level (level);
Ø by identifying security risks, adopt control measures and methods, to achieve the safe and reliable management;
Ø by implementing can provide control, high efficiency and improvement opportunities;
Ø ensure the IT services provided to meet customers' business needs consistent;
Ø enhance the reliability and availability of operational system,
Ø for service level agreement provides the basis for measuring the IT ability to provide quality of service;
Ø market competitiveness.
The purpose of ISO20000 system is established
Ø by ISO20000 implementation, to establish a set of measurable, evaluation, can be controlled, IT operations management system of sustainable improvement, better for the IT operational projects for effective management, including staffing, cost budget and the process of management, etc.;
Ø by establishing ISO20000 system, realize the process management systematic, standardized, combined with related management tool platform, make it play a better role;
Ø by ISO20000 system, to better manage the past in the accumulated knowledge and experience in the process of project implementation, to better use in the service support;
Ø by ISO20000 implementation, cultivate their own ISO20000 management and improve the team, to constantly improve the system.
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Editor in charge：Shanghai Yue Fei Enterprise Management Consulting Co., Ltd.
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