ISO for CTG Europe

ISO 20000 for CTG Europe 30/05/07

Dirk Vangoidsenhoven Copyright © CTG, Inc.

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Agenda Voorstelling Project Doel & Scope Projectorganisatie Project aanpak en planning

De resultaten High level assessment De resultaten Detailed level assessment De volgende stappen

Copyright © CTG, Inc.

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Voorstelling Project Doel Als eerste Belgische bedrijf het ISO 20000 certificaat behalen. Het uitwerken van een nieuwe en ‘noodzakelijk’ ITSM service (met praktische ervaring) IT gestructureerd doen verlopen op Europees Niveau (LEO) De samenwerking/alignement tussen Business en IT optimaliseren voor CTG Europe


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Voorstelling Project Official scope


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Voorstelling Project CTG Scope The IT Service Management System that supports the IT Services to the CTG Europe organization within the boundaries of the CTG sites in the UK (Reading), Belgium, (Brussels) and Bertrange (Luxembourg). This is in accordance with the CTG Europe internal IT service catalogue and include all IT service management processes and the management control of those interfaces that support them.


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Project Organisatie Project Sponsor

Filip Gydé

Project Manager (Leo project)

Erwin Geirnaert

Implementation Manager (ISO20000) Advisor

Mieke Roelens

Project team

Graham Ring, Olivier Sausin, Claude Debaere, Raf Maesen Koen Vandeghinste, Peter Derous, Paul Kersten, Luc Temmerman

Dirk Vangoidsenhoven

Proces eigenaars


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Project Aanpak


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Project Planning Q3 2006

2007

Q1 2008

Prep. as – is Walkthrough Gap report Actionplans Implementation Action plans

Pre-audit Impl. Corr. actions Audit Project Closure


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Agenda Voorstelling Project Doel & Scope Projectorganisatie Project aanpak en planning

De resultaten High level assessment De cijfers gebruikt in deze presentatie zijn fictief.

De resultaten Detailed level assessment De volgende stappen


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High level “As-is”- Analysis Based on BS15000 Assessment Workbook To have an image of the current situation for each of the ISO 20000 processes and the requirements. No check on evidences (in total 236)


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ISO 20000 overzicht


ITIL processes + some additional 11

Most important for certification! = continuously improvements


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CTG - ISO 20000 Assesment - overall result (06/2006)

7%

1%

Yes No Prog N/A

51%

41%


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100%

80%

60%

40%

20%

0%

CTG ISO 20000 assesment - High level GAP analyse

Service Management Processes general

Service Level Management Availability Management IT Service Continuity Financial management Capacity Management

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Security Management Business relationship Management Supplier Management Incident Management Problem Management Asset and Configuration Management Change Management Release Management

N/A Prog No Yes

MGT SUM By subgroup %

0% 100%

7%

1%

2% 3%

1% 4%

9%

90% 29% 80% 43%

38% 55%

70%

60% N/A Prog 50%

No Yes

40% 65% 30%

52%

49%

40% 20%

10%

0% Process overview


Process scope

Activities

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Controle, reporting & audit


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Opmerking bij resultaten Mogelijke stijging van “no” waarden tijdens de gedetailleerde assessment/walkthroughs wanneer de bewijsstukken verplicht voor te leggen zijn. De resultaten van reeds uitgevoerde implementaties in Nederland en Engeland tonen aan dat dit tot 25% kan oplopen.


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Agenda 18 juli 2006 Voorstelling Project Doel & Scope Projectorganisatie Project aanpak en planning

De resultaten High level assessment De resultaten Detailed level assessment De cijfers gebruikt in deze presentatie zijn fictief.

De volgende stappen Service Management at CTG Europe Roles & Responsibilities Walkthrough/detailed assessment Copyright © CTG, Inc.

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High level Assessment (HLA)

Detailed level Assessment (DLA)

Based on BS15000 Assessment Workbook

Based on the “Standard” and “Code of Practice”

To have an image of the current situation for each of the ISO 20000 processes and the requirements.

To have a detailed view of the current situation for each of the ISO 20000 requirements Are the processes and procedures a reflection of the current way of working – fully and correct described and implemented

No check on evidences (in total 196)

With in-depth check on evidences: Are they documented? Are they efficient and effective designed?

1 day with Koen Vandeghinste

8 Walkthrough sessions with all Process owners (and Koen Vandeghinste if needed)


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High Level Assessment HOW: Documentation Study Walkthroughs (interviews)

WHAT:


Interfaces Process requirements Process metrics Process control & auditing Process records & artifacts

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Examples on how to collect evidences Show Change Request form

show E-mail

show plan

Report Evidence?


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Results HLA <> DLA Service Management high Level

Service Management Detailed Level N/A 0%

N/A 1% Prog 16%

Yes

No

Prog

N/A

Yes 14%

Prog 27%

Yes 50%

No 33%

No 59%


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Results HLA <> DLA (2) 40,00%

80,00%

28,96%

30,00%

69,56%

70,00%

20,00%

11,84% 10,00%

60,00%

0,00%

Yes

1

-1,27%

N/A

-10,00%

50,00% -20,00%

40,59%

HLA

40,00%

DLA

-30,00%

-40,00%

-39,53%

30,00% -50,00%

18,60%

20,00%

11,84% 10,00% 6,77% 1,27%

0,00%

0,00% Yes


No Prog

51,37%

No

Prog

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N/A


100%

80%

60%

40%

20%

0%

CTG ISO 20000 assesment - High level GAP analyse

Service Management Processes general


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Security Management Business relationship Management Supplier Management Incident Management Problem Management Asset and Configuration Management Change Management Release Management

N/A Prog No Yes



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Security Management Business relationship Management Supplier Management Incident Management Problem Management Asset and Configuration Management

HLA 06/2006

Release Management

DLA 09/2006

Change Management

CTG ISO 20000 assesment - Detailed level GAP analyse

Processes general

100%

80%

60%

40%

20%

0% Service Management

N/A Prog No Yes

Results HLA <> DLA by process group (3)

Detailed

100%

0%

0% 6%

0%

0% 6%

0%

0% 16%

20%

90% 28%

39% 80%

70%

60% 52%

80%

N/A

86%

Prog

50% 79%

57%

Yes

40% 55% 30%

20% 27% 10%

15%

14% 8%

6%

5%

0% Service Management


No

Service Delivery Processes

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Relation Processes Resolution Processes

Control Processes

Release Process

Summary Assessment results

Weaknesses 1.

The strategic service planning is weak

2.

A formal PM process, separate form IM, is absent

3.

Formal control processes are only partially implemented

4.

No formal relationship processes are in place

5.

Service Delivery Processes

Strengths 1.

Competence, awareness and experience

2.

HP Service Desk and Alignability

3.

ISO 9001 certificate

4.

A strong motivation of the involved parties is clearly present

5.

Management Commitment


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ISO 20000 overzicht


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Service Management @ CTG Europe 4 major parts Management Responsibility => Filip Gydé Documentation => Erwin Geirnaert (ISO 9001) Competence, awareness and training => Erwin Geirnaert (ISO 9001) Plan, implement, measure and improve Service Management (PDCA) => Filip Gydé


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Service Management @ CTG Europe (2) Management Responsibility Policies, objectives and plans? Resources, interface with business plans, process framework, scope

Executive responsibility and service team?

PDCA


Improvement plan? Service Reports? Documentation? Training? Audit (internal)

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Roles & Responsibilities – Process owners => Tijdens het project Het ontwikkelen van een efficiënt proces Mee ontwikkelen van het Service Management systeem voor eigen proces => Na het project Het bewaken van de effectiviteit en efficiëntie van het proces Het doen van aanbevelingen voor verbeteringen De communicatie en afstemming tussen de overige Process Owners Mee ontwikkelen en onderhouden van het Service Management systeem voor eigen proces


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Proposed Action plans (some examples) • Set up a project to implement Service Quality Management

• Develop an IT Service Catalogue with service descriptions and SLAs • Work out a strategic planning process • Define and agree on the Service Continuity Strategy • Define the service reports and their content • Assess and define Security and availability of information and data • Define and agree on a Emergency Changes procedure • Develop a complete CMDB • Implement Service review meetings • Develop and implement a complains process • … Copyright © CTG, Inc.

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Project proposal (actionplans included)


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Roles & Responsibilities => Project Manager Track and report on project progress Facilitate issue identification and resolution Analyze and report on impact of requested changes => Process Specialist / Implementation Manager Coach the developing and implementation of effective and efficient processes Assist in defining, developing and implementing a Service Management system Organize workshops and trainings Report to Project manager Copyright © CTG, Inc.

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Roles & Responsibilities => Technical Consultant, DB administrator, Web master and Server Specialist All technical activities within the project:

set-up environments, testing, upload DBs, adapt systems (SD and Alignability) to the Process requirements, …


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Roles & Responsibilities Process owners

=> During the project Develop an efficient process Implement and follow-up on actions for own process => After the project Manage the process Provide process improvement actions Communication and reporting to other Process Owners and Service Manager


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Agenda 13 October 2006

Proposed Action plans and project plan Next steps


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Walkthrough approach Objectieven

Wat is een “evidence”? = Procedure document en geproduceerde output om naleving van externe voorwaarden te verzekeren.

Zijn de “evidences” gedocumenteerd? Beschrijven het proces en de procedures de actuele situatie? Is het proces – indien reeds bestaand – correct geïmplementeerd en in gebruik? Werden de “evidences” efficiënt uitgewerkt?


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Aanpak

Wees voorbereid om zo de duur van het interview te limiteren

Walkthrough per proces Documenten – ² lezen Interview – ² Rapportering – ² Debriefing – ²

CTG process study Interview met proces eigenaar (3 - 4h): Verzamelen van evidence & validatie Walkthrough rapport opleveren (intern gebruik) De-briefing met project team (en/of process owners)

Next Steps Actie Plannen – ² Start actual – ²testing Copyright © CTG, Inc.

Implementeren van opmerkingen en verbeteringen per process -> met externe audit 39

Hoe voorbereiden voor een Walkthrough Sessie? 1. Voorwaarden: • In-depth knowledge van het betreffende proces • Breng de procedures en alle andere relevante documenten mee naar de sessie

2. Selecteer een representatief voorbeeld* a) verzamel bewijzen (evidence) voor elke proces stap (vb. E-mail met goedkeuring voor een wijziging) b) Breng de screenshots op papier mee c) Stuur eventueel de evidence in elektronisch formaat (indien eenvoudig beschikbaar/te produceren) * Opmerking: meerdere items zouden moeten geselecteerd worden in gevallen van verschillende mogelijkheden


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Contact For any further questions during the preparation of the walkthrough, please contact: Mieke Roelens – CTG Belgium Tel.: 0496 26 67 25 Project Manager (Erwin Geirnaert)


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ISO for CTG Europe

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