Seeking training and reference material for ISO 9001 aimed at IT Service Organization

B

bonterra

#1
Most of the reference materials for ISO 9001:2000 are geared to the manufacturing environment. We're a service based organization - (providing IT services primarily to government clients). Can anybody tell me where I might look for training materials geared to the service based org? I'm going to be developing our own internal auditor training course and would like some info on creating role playing exercises.

Thanks

Bonterra
 
Elsmar Forum Sponsor
#2
bonterra said:
Most of the reference materials for ISO 9001:2000 are geared to the manufacturing environment. We're a service based organization - (providing IT services primarily to government clients). Can anybody tell me where I might look for training materials geared to the service based org? I'm going to be developing our own internal auditor training course and would like some info on creating role playing exercises.

Thanks

Bonterra
Try a look in the following old thread: Data Center Audit Since you provide IT services you should find something useful there. There are also a number of threads threads on the subject of ISO 9001:2000 for service providers. Here are two examples, but there are more of them around:

ISO 9001 and Various Service Provider Industries - What do you think?
ISO 9001 and Educational Institutions (Service Provider)


/Claes
 

Randy

Super Moderator
#3
Here is some info for you.

IT Service Mangement System Overview
The IT Service Management Standard is published in two parts:

BS 15000-1:2002 Specification for Service Management
BS 15000-2:2003 Code of practice for Service Management


Today’s organizations are becoming increasingly dependent upon their IT infrastructure and the information that this provides and supplies. These organizations continue to require increasingly advanced facilities that meet the needs of the business. The ever more competitive and cost-focused nature of today’s business environment means that the quality and cost effectiveness of IT services (and their management) is recognized as fundamental to an organization's success.

IT Service providers can struggle to maintain high levels of service to their customers, particularly with the increasing diversity of technologies available. Often, too much time is spent working reactively with little time spent on planning, training, investigating and working with customers. At the same time these providers are also being asked for improved quality, lower costs and faster customer responses.

An integrated framework for delivering and managing IT services to the customer, can provide control, greater effectiveness and opportunities for improvement within the organization. BS 15000 represents such a framework.

You can find this material at the attached link with some othe IT stuff.

http://www.bsitraining.com/infosecurity_standards.asp
 

Jen Kirley

Quality and Auditing Expert
Staff member
Admin
#4
bonterra said:
Most of the reference materials for ISO 9001:2000 are geared to the manufacturing environment. We're a service based organization - (providing IT services primarily to government clients). Can anybody tell me where I might look for training materials geared to the service based org? I'm going to be developing our own internal auditor training course and would like some info on creating role playing exercises.

Thanks

Bonterra
Hi Bonterra,

I haven't found training material, but I found some reference material for you on the Internet. Check these out:

http://en.wikipedia.org/wiki/Information_technology_audit

www.auditnet.org/docs/Administration/IT Process Description.doc

http://www.wiley.com/WileyCDA/WileyTitle/productCd-0471222933.html The site has an option for an instructor to request an evaluation copy.

This one seems highly regarded: http://www.amazon.com/exec/obidos/t...t_1/102-0051209-6292944?v=glance&s=books&st=*

For what it's worth, I found some IT quality manuals to compare.

http://www.agilent.com/quality/qualityman.pdf

http://seaporte.aot.com/AOT_Quality_Manual.pdf

http://www.agilent.com/quality/qualityman.pdf

Does that help?
 
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