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Showing posts with the label ISO20K

Up YOUR Game – Become a Certified Process Design Engineer!

I find that there are many people that do not understand WHAT a Certified Process Design Engineer (CPDE) really is (be sure to scroll down on the page and then download the free whitepaper for surprising details). The CPDE role is likely much broader and deeper than you might think! Time and Money?! Yes, but not at the expense of quality and stability!  The role of a Certified Process Design Engineer is a critical skill set for all IT service  providers. There are many frameworks and standards that  define practices and methods for achieving success; ITIL 4 , Agile , Lean , DevOps , COBIT, ISO, and Site Reliability Engineering (SRE) are only a few. My point is that while each describes processes and controls (what to do), they don’t provide clear, step-by-step methods and techniques for designing, reengineering and improving processes (how to do it).  A Certified Process Design Engineer equips managers and staff at all levels to lead the organization to do t

Which Service Management Framework is the Best?

Do you assume that all IT service management programs must adhere to the IT Infrastructure Library (ITIL)?    In truth, there are several other frameworks available and efforts underway.     Most are variations of or are rooted in ITIL but may apply to a specific environment or context.   Some are very comprehensive, while others advocate a “lighter” approach.    A service lifecycle is an ongoing theme.    None are meant to be highly prescriptive. Which is right for you?   Of course the answer is “it depends” on your goals, resources and business models.   To meet the needs of organizations that were overwhelmed by the enormity of the 2000+ pages of the IT Infrastructure Library, renowned ITSM expert Malcolm Fry published “ITIL Lite”.   This approach  makes service management more realistic for organizations with fewer resources by focusing on the essentials.        ITIL Lite is an official ITIL publication.   ( ). For years, Microsoft has  also

ISO 20K Certification Process

Thinking about ISO/IEC 20000 certification? Here are the steps involved. 1. Questionnaire : The service provider contacts one or several Registered Certification Bodies (RCBs). Each RCB will send a questionnaire with information needed to submit a quotation. Based on the quotations, the provider can select a RCB. 2. Application for assessment : An application form is completed and returned to the chosen RCB. A lead auditor is assigned and an initial visit scheduled. The auditor will explain the assessment process, an audit program will be agreed and the assessment date selected. 3. Optional pre-audit : This is a high-level evaluation to determine where the company stands in compliance with ISO/IEC 20000. The auditor will point out any areas of concern to give the provider an opportunity to improve before the initial audit. 4. Initial audit : In this session the scoping statement is agreed upon and the auditor plans the certification audit. Documentation and evidence of com

MOF, ITIL and ISO/IEC 20000

Microsoft has recently published two interesting whitepapers mapping its Microsoft Operations Framework (MOF) to ITIL V3 and ISO/IEC 20000: Cross Reference ITIL® V3 and MOF 4.0 Using MOF for ISO/IEC 20000 I have always been a big fan of MOF - it makes sense, is filled with question-based guidance and it's free. Microsoft has graciously provided free job aids, templates and whitepapers such as the ones referenced above. I like to think of MOF as "service management for the masses." As the whitepapers describe, MOF can be used to complement ITIL implementations and/or fulfill the minimum critical activities required for ISO/IEC 20000 certification. Frankly, MOF's biggest obstacle is the big "M" that sits in front of the framework. There is a common misconception that MOF only applies to environments that are heavily invested in Microsoft technologies. The truth is that the best practices in MOF apply to any environment. The guidance is very generic and is not

ISO 20K Can Be a Starting Point, Not a Destination

Since it's adoption, there has been a slow, but steady growth in the number of organizations that are seeking, or have achieved, ISO/IEC 20000 (ISO 20K) certification. For the most part, interest in the standard is being driven by RFP requirements or perceived competitive advantage. The certificate is seen as an "award" that an organization receives for achieving best practice ITSM. While ITIL is being actively adopted, many organizations are overlooking ISO 20K because they do not perceive any value in the certification. I recently realized that we are looking at ISO/IEC 20000 in the wrong way. The standard has so much more to offer than just a certificate. It actually provides a starting place for an ITSM journey, not only the destination. ISO/IEC 20000 defines the "minimum critical activities" required to deliver high quality, aligned services. Once these activities are understood, an organization can assess which activities they already execute well and w