For SMEs, ITIL may always be just a longing and unreachable dream. ISO/IEC 20000 may be a good substitute when the conditions for implementing ITIL are immature. ITIL is known to be the best practice for IT service management.

ISO/IEC 20000 is IT Service Management Requirements or the Essentials of IT Service Management Practice. The operation of IT is directly called IT service management. If the business department within the enterprise is Party A, the IT department is Party B. Since the IT department provides services all day long, service management is naturally required. In December 2005, ISO proposed an international standard for the quality of IT service management, which is the well-known ISO/IEC 20000.

There is still some gap between the framework of ITIL and ISO20000. Overall, ITIL has 10 management processes, ISO20000/BS15000 has 13 management processes, of which the newly added business relationship management (Business Management) and supplier management (Supplier Management), for ITIL, these have been at the same time. Included in Service Level Management; in addition, ISO20000's new Service Reporting is actually covered in every ITIL management process.

As an example, ITIL and ISO/IEC 20000 can be compared to two different kinds of parents to discipline their children. A kind of parent has to be in charge of everything, and it is very careful. What clothes you wear and what kind of toothbrush you use to brush your teeth have to tell you hand-in-hand, and pay more attention to the process. There is also a kind of parent who may pay more attention to the final result of the child, such as whether the child's personality is lively and outgoing, but not very concerned about the process. The former is like ITIL, the latter is like ISO/IEC 20000. ISO/IEC 20000 has some key points and control points, while ITIL focuses on the process and will tell you the general way of the process.

ISO/IEC 20000 and ITIL

Most domestic enterprises' understanding of ITIL and 20000 is still stuck in ITIL first, and then ISO/IEC 20000. Because ITIL is the best practice, there is a precise step-by-step process to control. As long as you follow the steps of ITIL, you don't have to worry about non-standard processes.

ISO/IEC 20000 is a standard on the requirements of an IT service management system, which helps to identify and manage the key processes of IT services, ensuring that effective IT services are provided to meet customer and business needs. This standard is based on the best practice foundation of ITIL, ISO/IEC 20000, which proposes a service culture, which provides a methodology and a priority for managing services that meet business needs. Not only that, ISO/IEC 20000 also defines a series of interrelated service management processes, identifies the relationship between the processes, and the application of these process relationships within the organization, provides policy objectives and service management control measures.

ISO/IEC 20000 specifies five key service management processes. The service provision process includes service level management, availability management and capability planning management; the relationship process includes the interface between service providers and customers and suppliers; the resolution process focuses on the need to resolve and prevention of incidents and incidents; the control process includes change management, asset management and configuration management; the release process includes the release of new or updated software and hardware.

In layman's terms, ISO/IEC 20000 pursues results and only controls key processes. If the user uses ISO/IEC 20000 as the basis of its IT service management system and passes the BSI certification, it can indicate that its IT service management system meets the requirements of the standard.

ITIL first, then 20000?

Many users mistakenly believe that ITIL can only do ISO/IEC 20000 after completing the original process. Now that ITIL v3 has been released, is it necessary to make more than 20 items of v3 before ISO/IEC 20000 can be done? In fact, it is Not required.

For example, business continuity management, ITIL v2 and v3 have precise requirements. If this process is completed, the management cost is very high. If you do business continuity from the perspective of ISO/IEC 20000, you only need to know what the goal is, how long it takes to recover in the event of a disaster, and how many drills you do a year to prove that you have achieved the expected planning goals. As long as you catch these two points, you can pass ISO/IEC 20000. Simply put, ITIL tells you what to do, and gradually improve your management level in the process of implementing ITIL. ISO/IEC 20000 is results-oriented, focusing on results. ISO/IEC 20000 provides a complete management framework.

Many users do not have a process, but lack a management process and are not very clear about what the service goal is. There may be too much attention paid to some details, and some processes with low service goals (such as support for employees and support for production) do not need to be measured by exactly the same standards. Not long ago, IBM Global Services (China) Co., Ltd. passed the ISO/IEC 20000 certification. In the process of passing the ISO/IEC 20000, IBM has also gained some benefits, and has a deeper understanding of the entire ISO/IEC 20000 standard. understand.

Bi Wei, product line manager of middleware services in Greater China, IBM Global Information Technology Services Department, said, "We were originally worried that IBM, a century-old store, has some management measures accumulated over the years. Are these management measures and the latest management standards? It can be completely integrated. Later, during the implementation process, it was found that there were basically no problems, and it took 4 months to pass quickly.”

Such as change management, assets and configurations that may be involved in implementation. Under ISO/IEC 20000, there is no clear indication of which aspects to focus on, nor is it telling users to focus on asset management as a whole. There are many points in ITIL that will remind users which points must be controlled, and what effect can be achieved when the control is in place. Therefore, these control points allowed IBM to quickly improve many process integration things, and passed the certification within 4 months.

Can Small and Medium Enterprises Use 20000 to Replace ITIL

More than 80% of Chinese enterprises are small and medium-sized enterprises. For small and medium-sized enterprises, users always feel a little bumpy in the process of implementing ITIL, and they do not know how to make cuts in the ITIL process. Now ISO/IEC 20000 has provided them with new ideas, and it is enough to control the most important process.

ITIL seems to be a little more complicated for small and medium-sized enterprises. When the scale effect of users cannot be achieved, if they copy ITIL, they will also face great problems and challenges. ISO/IEC 20000 provides very clear goal-oriented concerns, and if users grasp these concerns, they may not need to follow such a complex process.

Small and medium enterprises in China can be divided into several types. The first type is the branches of foreign-funded enterprises in China. The second category is the branch offices of large enterprises operating independently in prefectures, counties and cities, and the third category is some base enterprises or private enterprises.

For the domestic branches of foreign-funded enterprises, there is actually a complete management system in foreign countries. The scale effect and maturity of Chinese branches are different. The situation and environment faced are different from those of foreign countries, and more attention should be paid to maturity.

Different maturity stages focus on different key points. For example, companies that are rapidly expanding in China may be concerned about a few points that can enhance their IT service capabilities. For some companies that have been developing in China for 10 or 20 years, they may be more concerned about costs. For some domestic small and medium-sized enterprises that have grown up in China, they should pay more attention to the ability. Clarifying the concerns in ISO/IEC 20000, combined with ITIL process management, the road to IT service management for SMEs may not be as difficult as it seems.

From BS 15000 to ISO/IEC 20000

ISO/IEC 20000 was the first international standard for service management, and perhaps in the future will be seen as one of the most significant milestones in the development of this field. More strikingly, BS15000 has become an international standard ISO/IEC 20000 in just 14 months through the "fast track" approach, which shows the importance of developing international standards for service management.

ISO/IEC 20000 covers all aspects of IT service management and covers 80% of most organizations' IT spending.

Service management can facilitate cost reductions and lower overall costs due to best practices supporting service implementation, linking cost and effectiveness. Best practices simultaneously lead to higher service levels, customer maintenance and lower business risk.