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We have led various projects to implement ITIL® processes or to prepare for ISO/CEI 20000 certification. The three main concerns of Service Management System managers are..:
firstly, a diagnosis of the state of the existing organization;
then, a precise assessment of the effort required to bring the company up to standard and meet the requirements;
finally, to have a steering tool to check that the target is being met and that the organization is improving.
To meet these legitimate needs, we have developed and implemented a requirements management and audit/diagnosis/evaluation support system (ADES). This system records findings in a database and tracks improvement actions.
Example of an ISO/IEC 20000 requirement...
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Summary of ISO/IEC 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
The Ultimate Scientific and Technical Reference
