The itSMF USA ISO/IEC 20000 Special Interest Group is invites you to join the journey to “Destination ISO/IEC 20000”. During this fifth event the participants will learn about determining how “certifiable” the organization is by conducting an initial assessment. We have selected an auditor for this session who will share about what kind of evidence satisfies the requirements, about the interviews and observations that are part of the assessment, and about the reporting of the initial assessment findings that serve as input for the ISO/IEC 20000 Certification Project or Program.Read more >
The itSMF USA ISO/IEC 20000 Special Interest Group is invites you to join the journey to “Destination ISO/IEC 20000”. During this fourth event the participants will learn about how to institutionalize the management responsibilities according ISO/IEC 20000, how to meet the competence, awareness and training requirements, and what it takes to meet the documentation requirements according to ISO/IEC 20000.Read more >
The itSMF USA ISO/IEC 20000 Special Interest Group is invites you to join the journey to “Destination ISO/IEC 20000”. During this third event the participants will learn about selecting an RCB, a Registered Certification Body, for ISO/IEC 20000 certification, and determining the goals and the scope and eligibility of the certification program.Read more >
Whether you just started your ITSM endeavor or are well underway with it, your roadmap should be based on the international ITSM standard: ISO/IEC 20000. This presentation explains how the requirements and the code of practice of the ISO/IEC 20000 standard has steered many organizations who have embarked on an ITSM adoption program. Some organizations decided on going all the way to become an ISO/IEC 20000 certified organization. Some simply used the standard as their ‘tour guide’ during the journey. And others revitalized their ITSM program with the help of the standard. It is time you also base your ITSM Roadmap on ISO/IEC 20000!Read more >
The itSMF USA ISO/IEC 20000 Special Interest Group invites you to join the journey to “Destination ISO/IEC 20000”. During this second event the participants will learn about setting up a business case for ISO/IEC 20000 certification, determining the key stakeholders of the certification program, how to obtain commitment from management, build awareness and establish an ISO/IEC 20000 project or program team.Read more >
•Recognize the various models and standards applicable to value creation and how they fit in the overall framework architecture of an enterprise.
•Understand the value of ISO standards, with particular emphasis on ISO/IEC 20000, within the enterprise context and how it can assist in creating value to stakeholders.
•Identify approaches to implementing standards based on a recent ISO/IEC 20000 adoption case study.
Navigating the field of frameworks and standards can be exhausting. Couple this with the pressures of creating value for the enterprise, and one can easily see how many service providers fall short of expectations when adopting frameworks and standards in their organizations. When driving towards creating value, consider a business approach to selecting the practices that are best suited for optimizing resources and risks that incorporates multiple standards. In this insightful presentation on frameworks and standards integration, explore the many models that are available today: what they are, how they fit, and why choose them. Most importantly, we will look specifically at frameworks and standards such as ITIL, COBIT, and several Bodies of Knowledge and ISO standards to provide a holistic approach to creating value and avoiding framework overload.
What is the ISO/IEC 20000 SMS?
• Problem Management – Basic Concepts
• Problem Management and the Service Management System
• Problem Management – Implementation Guidance
itSMF SIG: ISO/IEC 20000 SMS Under the Microscope: Design & Transition of New or Changed ServicesRead more >
itSMF SIG: ISO/IEC 20000 SMS Under the Microscope: Establish & Improve the SMSRead more >
ISO/IEC 20000 SMS Under the Microscope – Governance, Documentation and Resource Management
Speaker Bio: Mart Rovers, President of InterProm USA, has over 30 years of experience in IT and has been consulting and training in IT Service Management and Information Security Management since 1992. Mart is a certified ISO/IEC 20000 Internal Auditor and Executive Consultant/Manager (Master). He has led numerous organizations towards becoming ISO/IEC 20000 and ISO/IEC 27001 certified and is an accredited instructor for ISO/IEC 20000, ISO/IEC 27001, and ITIL training courses
• The ISO/IEC 20000 SMS Under the Microscope – Service Reporting and the SMS
o What is the ISO/IEC 20000 SMS?
o Service Reporting – Basic Concepts
o Service Reporting and the Service Management System
o Business Relationship Management – Implementation Guidance
itSMF USA SIG: ISO/IEC 20000 SMS Under the Microscope: Business Relationship Management
The ISO/IEC 20000 SIG Board Members are excited to announce the seventh episode of series of 17 webinars providing implementation guidance of the ISO/IEC 20000 Service Management System. The program is designed to educate our audience on the components of the Service Management System (SMS) of ISO/IEC 20000 and which best practices to adopt to meet the standard’s requirements to accomplish effective management of IT services.
The first event of the ISO/IEC 20000 SMS Under the Microscope series is about: Management Responsibility.
The agenda for this webinar is:
oWhat is the ISO/IEC 20000 SMS?
oService Management Policy
oAuthority, Responsibility and Communication
Being an ISO/IEC 20000 project manager is a bit like conducting a symphony while you’re still writing the music. ISO/IEC 20000 certification is a Herculean task, which can only be achieved through diligence and cultural change across the entire IT organization. This session will present a case study of an organization striving to bring about cultural change through the implementation of ITSM best practices.
The session will serve as a reference for mapping ITSM/ITIL best practices to the ISO/IEC 20000 standard. For each program area, Tim Currie will outline the strategies employed, the successes and struggles, the lessons learned, and the journey through continuous service and process improvement.
Tim Currie is the Managing Director at Fruition Partners, and ITSM and Cloud Development company. Tim is a senior ITSM thought leader with over twenty years of experience advancing ITIL best practices, service management and cloud adoption.
He formerly served as the service manager at the computing division of Fermi National Accelerator Laboratory in Batavia, IL, where he was responsible for an ongoing initiative to implement ITIL best practices and establish the Service Management program office.
As a certified ITIL Expert/v2 Service Manager and ISO 2000 Professional, Tim was also responsible for driving the ISO/IEC 20000 certification project and implementing a successful continuous process improvement program at Fermilab.
This last webinar in the series of “Destination ISO/IEC 20000” addresses how to retain your ISO/IEC 20000 certificate after your organization has been certified.
Management reviews, internal audits, surveillance audits and continual service improvements are in the spotlight of this presentation.
Presented by Cheryl Eyermann, Lead Mission Operations & Services at Raytheon Company and Mart Rovers, President of InterProm USA Corporation.
Moni kuvittelee ISO 20000:n raskaaksi ja byrokraattiseksi malliksi, joka harvoin soveltuu järkevään palvelunhallintaan. Myös liiketoimintakytkentä on ollut joillakin kadoksissa standardin kanssa. Tässä webinaarissa käydään läpi standardin rakennetta käytännönläheisesti ja otetaan esimerkkejä vaatimusten täyttämisestä ketterällä tavalla. Voiko ISO 20000 olla hyvä renki palvelunhallinnan kehitystyössä ja voisiko sillä olla konkreettista vaikutusta jopa liiketoiminnan tuloksiin?
Tule kuuntelemaan, haastamaan ja keskustelemaan aiheesta kokeneen ISO 20000-kehittäjän johdolla.
Standardista opit lisää ISO 20.000:2011 -kurssilla: https://www.oppia.fi/kurssisivu.php?id=d4d68bedc81e3f66d950a9928b6d24f7
”The ISO/IEC 20000 SMS Under the Microscope –Configuration Management and the SMS”
• The ISO/IEC 20000 SMS Under the Microscope – Configuration Management and the SMS
oWhat is the ISO/IEC 20000 SMS?
oConfiguration Management – Basic Concepts
oConfiguration Management and the SMS
oConfiguration Management – Implementation Guidance
This session on ISO/IEC 20000 is primarily focused on deep diving into Service Level Management and its relevance in the overall Service Management System.
By the end of this webinar, you would have a fair understanding on the requirements and implementation guidance to fulfill the ISO 20K Clauses pertaining to Service Level Management.
On April 15, the new version of the ISO/IEC 20000 was released. The itSMF USA ISO/IEC 20000 Special Interest Group will introduce the new version in a series of four webinars. One of the reasons to introduce a new version was to improve the alignment with the ISO/IEC 27001 standard. In this fourth webinar we will provide an overview of how the ISO/IEC 2000:2011 standard aligns with ISO/IEC 27001.Read more >
On April 15, the new version of the ISO/IEC 20000 was released. The itSMF USA ISO/IEC 20000 Special Interest Group will introduce the new version in a series of four webinars. In this third session we will provide an overview of how the ISO/IEC 2000:2011 standard lines up with ITIL and where it doesn’t.Read more >
On April 15, the new version of the ISO/IEC 20000 was released. The itSMF USA ISO/IEC 20000 Special Interest Group will introduce the new version in a series of four webinars. One of the reasons to introduce a new version was to improve the alignment with the ISO 9001 standard. In this second webinar we will provide an overview of how the ISO/IEC 2000:2011 standard aligns with ISO 9001.Read more >
On April 15, the new version of the ISO/IEC 20000 was released. The itSMF USA ISO/IEC 20000 Special Interest Group will introduce the new version in a series of four webinars. In this first session we will provide an overview of the main differences between the 2005 and the 2011 version. Besides what has changed, the webinar will also discuss the consequences of these changes.Read more >
The ISO/IEC 20000 SIG Board Members are excited to announce our next Destination ISO/IEC 20000 webcast program – Industry News and Updates. At the time of this session we expect that the new version of the standard has been or is about to be released. Our speakers will enlighten you on these latest developments around the standard and in the ISO/IEC 20000 industry. The Destination ISO/IEC 20000 program is designed to cover every phase of the journey to implementing ISO/IEC 20000 within your organization. Whether your goal is to achieve certification, or simply use the standard as a benchmarking tool, we’ll provide the information you need to reach your destination.Read more >
The ISO/IEC 20000 SIG Board Members are excited to announce our next Destination ISO/IEC 20000 webcast program – All About Audits. This session will cover topics such as internal audits, external audits, certification audits, and surveillance audits. All provided to you from an auditor’s perspective as our speaker is an ISO/IEC 20000 auditor! The Destination ISO/IEC 20000 program is designed to cover every phase of the journey to implementing ISO/IEC 20000 within your organization. Whether your goal is to achieve certification, or simply use the standard as a benchmarking tool, we’ll provide the information you need to reach your destination.Read more >
ISO/IEC 20000 SIG will announce its webinar program for the next 18 months. The program will address every phase of reaching the ISO/IEC 20000 destiny. Every two months the SIG will address another phase of becoming ISO/IEC 20000 certified. It is the SIG’s intention to have practitioners conduct the webinars, accompanied with a Subject Matter Expert (SME). If one of the topics appeals to you, either as a practitioner or as a SME, then please let us know by contacting our membership chair Lori Smiley (firstname.lastname@example.org), and we will reserve a seat for you!Read more >