BS 15000 is the first worldwide standard specifically aimed at IT Service.
Management. .... To be the foundation of a future ISO international standard.
Rationale ...
www.itilhelp.com What’s BS15000? Introduction BS 15000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers. BS 15000 is aligned with and complementary to the process approach defined within the IT Infrastructure Library (ITIL) from The Office of Government Commerce (OGC). BS 15000 consists of two parts: BS 15000-1 is the formal specification and defines the requirements for an organization to deliver managed services of an acceptable quality for its customers. The scope includes: • • • • • • • •
Requirements for a management system Planning and implementing service management Planning and implementing new or changed services Service delivery process Relationship processes Resolution processes Control processes Release processes.
BS 15000-2 is the Code of Practice and describes the best practices for Service Management processes within the scope of BS 15000-1. The code of Practice will be of particular use to organisations preparing to be audited against BS 15000-1 or planning service improvements. The BS15000 Process:
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www.itilhelp.com Benefits of BS15000 BS 15000 Certification IT Services that work securely and effectively to underpin service delivery are vitally important nowadays. Therefore, it is vital to adopt the most efficient and effective approach to the management of IT Services. In many cases, it is not only necessary to deploy best practice solutions, but also be able to prove this. This is equally important for in-house service providers and for commercial sourcing companies. It could be argued that it is even more important in the latter case as more and more enterprises look to multi-source their service capabilities. Choosing the correct partner is vital. If your chosen partner is demonstrably conformant to best practice, then there is a far higher chance of a successful engagement, since they will speak the same language and operate common processes. “Best practice” for IT Service Management is principally defined in the various volumes that comprise ITIL, the global, industry-accepted library from the Office Of Government Commerce (OGC). The IT Service Management Forum (itSMF : http://www.itsmf.co.uk) has now developed a formal certification scheme that allows enterprises to be audited against BS 15000 by independent third-party organisations. In what ways can BS 15000 help you? As well as the potential external marketing and commercial benefits, it provides a recognised and tried and tested management system which allows an IT service organisation to plan, manage, deliver, monitor, report, review and improve its services. It not only looks at operational aspects but also focuses on the business controls covering associated risks, finances, resources and capabilities, providing a proper infrastructure to enable a traditional Plan, Do, Check, Act (PDCA) cycle to be implemented and managed. The types of company (called Registered Certification Bodies - RCBs) that are, and will be, registered to perform certification audits against the standard are those same specialist companies that currently offer other management system certifications. Increasingly, enterprises today rely upon IT for the delivery of business-critical services - often direct to the end consumer. SMF, BSI and OGC have developed a formal standard (BS 15000-1:2002) that is aligned and complementary to ITIL against ISO9001 or BS7799 part 2. Once the requirements of BS 15000 have been satisfied, the organisation will be eligible to use the itSMF BS 15000 logo as a sign of their achievement.
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www.itilhelp.com Attaining BS 15000 certification is a significant achievement, since enterprises have to demonstrate compliance against the standard as a whole. A complete Service Management solution needs to be in place. Once awarded, enterprises are subject to regular ongoing audits to confirm that they are still compliant.
ITIL and BS15000 Alignment ITIL BS15000 alignment BS 15000 is aligned with and complementary to the process approach defined within the IT Infrastructure Library (ITIL) from The Office of Government Commerce (OGC). BS 15000 consists of two parts: •
•
BS 15000-1 is the formal specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers. The scope includes: Requirements for a management system; Planning and implementing service management; Planning and implementing new or changed services; Service delivery process; Relationship processes; Resolution processes; Control processes; and Release processes. BS 15000-2 is the Code of Practice and describes the best practices for Service Management processes within the scope of BS 15000-1. The code of Practice is of particular use to organisations preparing to be audited against BS 15000-1 or planning service improvements.
Business Drivers Key business drivers of the standard are: • •
To provide a formal and auditable standard for the delivery of IT Services within an organisation. To reinforce and provide accreditation based on the best practice as defined by the BSI Code of Practice for IT Service Management (PD0005) and the UK Governments Internationally adopted IT infrastructure Library (ITIL) best practice guidance.
To be the foundation of a future ISO international standard. Rationale and History The reasons and history behind the standard: Page 3 of 3
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To provide a business focused ‘road map’ for implementing and maintaining a successful integrated Service Management strategy. To provide non-propriety and public domain guidance for the service industry.
To define the processes required to identify and manage the level and quality of service being provided to customers, along with the resources and cost needed to achieve it (not re-inventing the wheel). Where ITIL fits in ITIL forms a layer between in house procedures and the code of practice, so imagine the metaphor of a five layered pyramid, the bottom layer of building blocks are the in house procedures, the second layer of building blocks are ITIL Best practice. The next layer is the code of practice which ITIL helps the business achieve, then comes the standard (BS15000) and finally the apex is ISO.
Quality Certification Self Assessment PD 0015 Self-assessment Workbook
ISO9000 BS15000 PD 005 Code of Practice ITIL (IT Infrastructure Library) In-house Procedures & Works Instructions
British Standard Management Overview Process Definition
Deployed solution
Obtaining BS15000 Certification BS 15000 is increasingly seen as the quality standard for IT Service Management and many companies are striving to adopt BS 15000 not only for their own benefit but also to help qualify and choose suppliers and partner organisations.
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www.itilhelp.com Any organisation is able to claim compliance with an industry standard such as BS15000 and may put such claims in their documentation and other collateral. However, it is clearly more valuable for such claims to be independently verified as part of a formal certification scheme. ISO 9000 and BS 7799/ISO 17799 are examples where such certification schemes have already been established. itSMF created and now manage the BS 15000-1:2002 IT Service Management Certification Scheme (the scheme) which provides this independent verification against BS 15000. Operation of the scheme is closely monitored by itSMF to ensure consistency of implementation. Any organisation wishing to be formally certified against the scheme will need to be assessed by an itSMF registered certification body (RCB). Once the requirements of BS 15000 have been satisfied, the organisation will be eligible to use the itSMF BS 15000 logo as a sign of their quality.
Further Information For further information regarding certification visit : http://www.bs15000certification.com/publications/index.asp
Information Sources: ©http://www.assetz.com ©http://www.bs15000certification.com/ Reproduced by www.itilhelp.com ©itilhelp.com 2005
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