Overview
FrançaisABSTRACT
ITIL® (Information Technology Infrastructure Library) is a set of good practices designed for computing service providers. ISO 2000 is an international norm which takes into consideration the processes of supply and services support of the ITIL®. From this basis, the norm defines a set of requirements with which computing service providers must comply, in order to build and implement a Services Management System (SMS). This system can then be certified after an ad hoc audit conducted by COFRAC accredited body. An optimal method in order to obtain the ISO certification under appropriate conditions is presented along with a software tool for a self-assessment of the management system of the organization.
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Claude PINET: Consulting Engineer - IRCA-certified auditor - Founder and Director of CPI Conseil
INTRODUCTION
After the agrarian era, our civilizations passed through the industrial era with its machinismo, and then we arrived at the age of information and dematerialization. Professions are transforming to meet the demands of this new type of economy.
Manufacturers of manufactured products are increasingly integrating services into their offerings. So much so, in fact, that sometimes it's the services offered that are commercially promoted and remunerative. Products are becoming so unimportant that they are sometimes given away for free.
To promote the quality of their products, manufacturers have been looking for ways to differentiate themselves from their competitors. To help them in this, the International Organization for Standardization (ISO) has developed standards and the possibility of certifying their management systems against these standards. Today, the same applies to Information Technology service providers.
In this field, instead of starting from theoretical considerations and building a complex and difficult-to-implement "system", the profession has benefited from best practices from the field, collected within the ITIL methodology ® . This operational basis for IT operations is organized around clearly identified processes, each with its own sound management rules. This framework of best practices has been taken over by ISO and completed with the elements required to structure a Service Management System. The result is contained in the two ISO/CEI 20000 standards. Any IT service provider can apply for certification, provided they meet the requirements of the first part of these standards. The aim of this article is to outline the success factors for effective preparation.
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ITIL® and ISO 20000
Bibliography
Software tools
AUDIT DIAGNOSTIC EVALUATION SYSTEM (ADES), May 2009, CPI CONSEIL 6 rue de la Corniche, 91120 PALAISEAU, France.
Websites
CPI CONSEIL, assessing, auditing, certifying for improvement http://cpi.conseil.free.fr/
AFNOR BOUTIQUE, Ten keys to service management – From ITIL to ISO 20000 http://www.boutique.afnor.org/LIV7DetailLivre.aspx?CLE_ART=FA090923=LIVZLIVZ1A10A201A206=1=2784026
...Standards and norms
- Quality management systems – Basic principles and vocabulary - ISO 9000 - 2005
- Specification for IT service management – Part 1: specifications - BSI 15000-1 - 2002
- Specification for IT service management – Part 2: code of practice for service management - BSI 15000-2 - 2002
- Information Technology – Service management – Part 1: Specifications - ISO/CEI 20000-1 - 2005
- Information Technology...
Directory
Information Technology Service Management Forum (itSMF France) http://www.itsmf.fr
Office of Government Commerce http://www.ogc.gov.uk
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