Combining (aka "Bridging") ISO 9001:2008 and ISO 20000

[Sweetsue28uk]

Can anyone please help me? Over two years ago I implemented a system at work that led us to be certified to ISO 9001:2008. We have now merged with another company who are very heavily interwined with ITIL. I want to ensure that the work we have put in is not lost in the ITIL world. I am desperate to understand the bridging standard of ISO 20000 between these two differing worlds. Does anyone have an overview of this that you could provide me with so that I can approach my boss with what we have to what we would need. I am aware that there are 16 processes in this Standard that are linked to ITIL but that is the totality of my knowledge.

Any help would be much appreciated.

Sue

[Stijloor]

A Quick Bump!

Can someone help Sue with this?

Thank you very much!!

Stijloor.

[john.b]

Interesting question. I work in an IT services company that has done some implementation of ITIL processes, is certified to 9001, and considered 20000 certification so I can offer some thoughts.

In a sense 20000 is the IT service management oriented and detailed version of more general quality management standard and 9001 QMS system, and in another sense it is ITIL processes condensed into a management system, as you've stated. In other different senses it is not those things. You will probably want to review what 20000 and ITIL are before you decide to head towards an implementation. Obviously you would need to be working in an IT service management company to even consider that (although 20k moved away from "IT" towards general "SM" in wording, but that's still what it is).

If the company you have merged with ohas nly implemented a limited number of ITIL processes (eg. incident, problem, change management) then piling on the rest in a hurry is probably not going to work, regardless of why you try to. If there isn't a very clear and convincing business case for ITSM certification then no matter what processes are implemented it may not make sense. Aside from explicit customer demands and marketing edge system certification could assure through third party review that the individual processes function as a somewhat integrated system employing some degree of services provision best practices, of course, but that is the theory and the actual practice could differ.

The normal training starting point for ITIL, as you are no doubt aware, is taking an ITIL Foundation class. Even aside from doing that you could do an internet search and turn up materials that cover the same scope, perhaps just not as well tailored for passing the current version training course test. On-line research of ITSM and ITIL processes is a bit thinner than it would seem it should be. Most of what looks like a substantial resource is either an attempt that was dropped at some point or marketing for related services. General background texts that would get you through the introduction are plentiful but when it comes to implementation these would probably seem a bit too general, as almost all courses and references might even until well into the process.

It can get lost in the maze of different information and perspectives but it does make sense to implement some basic parts of a set of different related ITIL processes. "Service management" is the natural starting point in terms of how the theory flows but incident and change management are natural beginnings in terms of what gets implemented, a result of where most of the natural demand is. There is a lot more to that world but much of it depends on what makes sense based on your company's requirements.