Viktorija Donceva

Trajkovski & Partners Management Consulting

Ohrid, May 2009

Introduction

Law regulation from the National bank of the

Republic of Macedonia

ISO 20000:2005 standard requirements

Practical experience from implementation of

ISO 20000:2005
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Describes

processes for delivery of services

Aligned with and complementary to the

process approach defined within ITIL

ISO/IEC 20000 consists of two parts:

ISO/IEC

20000-1, the formal Specification

ISO/IEC 20000-2, the Code of Practice

Formerly British Standard 15000, adopted by

ISO in December, 2005
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First worldwide standard specifically aimed

at IT Service Management

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Introduction and overview

Scope, terms and definitions

Requirements for a management system

Planning and implementing ITSM

Planning and implementing new or changed

IT services

Process groupings
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Control processes

Configuration management
Change management

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DECISION on the bank's information system

security ("Official Gazette of the Republic of
Macedonia" No. 31/2008)

DECISION on amending the Decision on the

bank's information system security ("Official
Gazette of RM" No. 78/08)

DECISION on amending the Decision on the

bank's information system security ("Official
Gazette of RM" No. 31/2009)
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Outsourcing company of the bank with main

activity of managing data processing system
and which based on written agreement
manages and stores bank data while
performing bank or financial activities.

The outsourcing company shall obligatorily

be certified in accordance with the
international standard ISO/IEC 20000.

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To provide a management system,

including polices and a framework
to enable the effective
management and implementation
of all IT services

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Policies
management and improvement policy,
Budgeting and accounting policy, Release policy
etc.

Plans
Service

management plan, Service improvement

plan, Capacity plan etc.

Processes
Improvement

process, supplier management

process, Change management process etc.

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Service

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Procedures
control, Incident management,
Problem management etc.

Records
Service

level agreements, Management review

report, Proposal for new or changed services,
Risk Assessments, Configuration management
database (CMDB)etc.

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Document

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Implemented QMS based on ISO 9001:2000

Implemented ISMS based on ISO 27001:2005

Implementing ITSMS based on ISO 20000:2005

The

Scope of the IT Service Management System

are all the services that the organization
provides for its customers and for the internal
users.
ITSMS Framework + ITSM processes

Connections and overlaps between the

management systems

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ISO/IEC 20000-1:2005

ISO/IEC 27001:2005

1 Scope

2 Terms & definitions

3 Requirements for a
management system
4 Planning and implementing
service management
5 Planning and implementing
new or changed services

4, A.6.1

7.1

A.6

7.2

A.10.3, A.12.1

6 Service delivery process

7.2

7 Relationship processes
8 Resolution processes
9 Control processes
10 Release management

7.2.3/4.1

4.1, 4.2, A.10.8

8.5

A.10.10

7.5.1

A.12.2

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ISO 9001:2008

7.3

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1.

3.
4.
5.
6.
7.
8.
9.
10.

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2.

Introduction
Service Management and Improvement Policy
IT Service Management System Overview
Management Responsibility
Organization for Service Management
ITSMS Documentation
Services overview
Planning and implementing service
management
Planning and implementing new or changed
services
Service Management Process Model

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Defined 13 processes based on ISO 20000:2005

standard
Service Improvement
Planning and implementing new or changed
services
Service level management and reporting
Service continuity and availability management
Budgeting and accounting for IT services
Capacity management
Business Relationship management
Supplier management
Incident management
Problem management
Configuration management
Change management
Release management

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Service Level Management

Service Level Management Goal

To maintain and improve IT Service quality,
through a constant cycle of agreeing,
monitoring and reporting upon IT Service
Achievements.

Service Level Management objective

To

define, agree, record and manage levels of

service
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ISO20000-1:2005 ref. number: 6.1

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List of all services IT provides to Customers

Provides a clear explanation of the services,

Customers/Users, descriptions and costs

Essential to any service provider business in

order to define products and services

Managed and updated by the Business

Development Department

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Separate catalogs for services provided to

clients and internal services

Each service separately described through

the following information:

Service name, Status of service, Description of

service, Standard and additional service
features, Frequency of service delivery, Service
availability, Client technical requirements for
using the service, Service support (description
and hours), Service owner, Standard and
additional Tariff costs, Service delivery level

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Services included/excluded
Service hours
Availability / Reliability targets
Throughput, transaction response times, batch
turnaround times
Support arrangements / targets
Change targets
Security Plan
IT Service Continuity Plan
Service costs and charges
Reviews and reporting
Penalties and Incentives

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Questions?
Thank you for your
attention!

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