P
PE-2011
Hi,
Can anyone give some sample procedure / formats requirement of ISO 20000.
Can anyone give some sample procedure / formats requirement of ISO 20000.
To start you off - Take a quick look through existing ISO 20000 discussion threads. Also take a look at ISO 20000-2005 & ISO 9001-2000 comparison.doc.
P
PE-2011
To begin with, you seem to be asking two separate questions here without distinguishing them.
One question is what procedures are required by ISO 20000 (a question that should also include which policies, formal plans, specific records, and specific roles are required).
That isn't really that hard to answer since a close read of 20000 would tell you that. The document is full of specific requirements ("shalls", maybe about 200, but they're hard to count due to overlaps and shalls with multiple references) but you only need to go through and pull out references to specific documentation requirements and you'll have answered it yourself. Even where the standard doesn't say you need a formal procedure it would be obvious enough where other processes need some framework document, call it a procedure, a process document, divide it between a policy and one of those, or however else.
A second question is where you could get sample procedures. In a sense that's easier because Google will turn up a lot but still difficult because most aren't that good, and identifying which are which is hard. Even if you could find a good template version of an entire ITSMS / 20000 system (the kind of thing consultants develop and sell for a lot) it would still need a ton of customization. Off-the-shelf procedures for very general processes need to become very specific to actual use (activities, records, roles, etc.) to be useful. It would basically be a distillation of ITIL practices, and it doesn't take much investigation there to figure out they are too general and there are too many for them to be useful directly.
Per other postings convention this is where I should recommend a general reference site link but IT service management is thin on those, at least good ones, with detailed background or procedure template references. Your best bet is a broad search and carefully combing through what turns up, along with referencing ITIL (IT service management practices).
The owners of ITIL, the British OGC, won't give away much for free but you can read some references, learn about training, and the glossary of terms they will provide is worthwhile:
http://www.best-management-practice.com/IT-Service-Management-ITIL/
COBIT is definitely not what you are looking for but it is worth a look:
http://www.isaca.org/Knowledge-Center/COBIT/Pages/Overview.aspx
FITS is a very simple version of an IT Service Management system (what a 20000 system is), not even close to enough to certify to 20000, and you can't cut and paste such a thing, but a good basic reference that shares documents and practice guidance:
http://www.thefitsfoundation.org/
One question is what procedures are required by ISO 20000 (a question that should also include which policies, formal plans, specific records, and specific roles are required).
That isn't really that hard to answer since a close read of 20000 would tell you that. The document is full of specific requirements ("shalls", maybe about 200, but they're hard to count due to overlaps and shalls with multiple references) but you only need to go through and pull out references to specific documentation requirements and you'll have answered it yourself. Even where the standard doesn't say you need a formal procedure it would be obvious enough where other processes need some framework document, call it a procedure, a process document, divide it between a policy and one of those, or however else.
A second question is where you could get sample procedures. In a sense that's easier because Google will turn up a lot but still difficult because most aren't that good, and identifying which are which is hard. Even if you could find a good template version of an entire ITSMS / 20000 system (the kind of thing consultants develop and sell for a lot) it would still need a ton of customization. Off-the-shelf procedures for very general processes need to become very specific to actual use (activities, records, roles, etc.) to be useful. It would basically be a distillation of ITIL practices, and it doesn't take much investigation there to figure out they are too general and there are too many for them to be useful directly.
Per other postings convention this is where I should recommend a general reference site link but IT service management is thin on those, at least good ones, with detailed background or procedure template references. Your best bet is a broad search and carefully combing through what turns up, along with referencing ITIL (IT service management practices).
The owners of ITIL, the British OGC, won't give away much for free but you can read some references, learn about training, and the glossary of terms they will provide is worthwhile:
http://www.best-management-practice.com/IT-Service-Management-ITIL/
COBIT is definitely not what you are looking for but it is worth a look:
http://www.isaca.org/Knowledge-Center/COBIT/Pages/Overview.aspx
FITS is a very simple version of an IT Service Management system (what a 20000 system is), not even close to enough to certify to 20000, and you can't cut and paste such a thing, but a good basic reference that shares documents and practice guidance:
http://www.thefitsfoundation.org/
Thanks, John B!
A very complete and, IMHO, accurate answer. Despite the post being an ISO 20K related one, the whole idea of documented Management Systems is subject to the same comments, in many ways. Pulling examples isn't going to be the 'silver bullet' most people are looking for.
The structure, style, content and format of a documented management system is, in many ways, just like designing a product. It's very difficult to start with a clean sheet of paper and literally start from scratch. Similarly, it's also impractical to take another product and start modifying it to suit - you could end up spending more time de-constructing the design and inevitably encounter more problems!
Good design starts with understanding and defining requirements - from the sources which affect the management system:-
Customers, Regulatory (if applic), Stake holders, Management, the ISO standard etc. etc. Research is needed!
A structure can then be drawn up, consideration given to the medium for the design - Paper? Electronic?
Good Product Design practices involve more than just Design Engineers - a corss functional, multi-disciplined team should participate with inputting to the design and in reviewing it.
If such practices are followed in the development of a management system it will have a lot higher chance of being accepted and deployed effectively.
A very complete and, IMHO, accurate answer. Despite the post being an ISO 20K related one, the whole idea of documented Management Systems is subject to the same comments, in many ways. Pulling examples isn't going to be the 'silver bullet' most people are looking for.
The structure, style, content and format of a documented management system is, in many ways, just like designing a product. It's very difficult to start with a clean sheet of paper and literally start from scratch. Similarly, it's also impractical to take another product and start modifying it to suit - you could end up spending more time de-constructing the design and inevitably encounter more problems!
Good design starts with understanding and defining requirements - from the sources which affect the management system:-
Customers, Regulatory (if applic), Stake holders, Management, the ISO standard etc. etc. Research is needed!
A structure can then be drawn up, consideration given to the medium for the design - Paper? Electronic?
Good Product Design practices involve more than just Design Engineers - a corss functional, multi-disciplined team should participate with inputting to the design and in reviewing it.
If such practices are followed in the development of a management system it will have a lot higher chance of being accepted and deployed effectively.
A
alishobeiri
HI all
I need some ITSM policy statement samples/examples based on iso 20000
I searched but I didn't find any thing!!!! I've been very upset and disappointed
can anyone help me plz?????
regards
I need some ITSM policy statement samples/examples based on iso 20000
I searched but I didn't find any thing!!!! I've been very upset and disappointed
can anyone help me plz?????
regards
HI all
I need some ITSM policy statement samples/examples based on iso 20000
I searched but I didn't find any thing!!!! I've been very upset and disappointed
can anyone help me plz?????
regards
Hello and welcome to the Cove. Unfortunately, we're not always able to give anyone the exact answer they are looking for, on their first visit. This is especially true when considering ISO 20000 which has yet to gain significant ground and there are only a relatively small number of people who have experienced implementation, here at the Cove.
Since scope statements are somewhat specific to the organization, perhaps you'd share what your organization actually does...
A
alishobeiri
I know ITSM policies are specific for every company, I only want to see some example, because I have no experience about iso 20000, and want to learn it, any way thanks a lot because of your recommendation.
S
ssz102
you can research some samples in quality website or recommends by your friends
