1. ISO 20000-1: Specifications for IT Service Management-
Integration with ISO 9001
Subrata Guha,
Director IT Services

2. Introduction Subrata Guha, Director of IT Services, UL DQS Inc.
Over 25 years experience in the areas of Information Security Management, Risk Assessment, IT Service Management, Software Engineering, Project Management
Consultant to fortune 500 companies in USA, Japan and South Korea
Lead Auditor of ISO , ISO and ISO 9001
Industrial scholar at Carnegie Mellon University

3. About UL DQS Inc.
Formed with partnership between Underwriters Laboratories Inc. (UL) and DQS (German Registrar of Management Systems)
DQS was founded by DGQ (German Society of Quality) and DIN (German Institute of standardization)
Global presence: 60 offices in 40 countries
Best in class auditors: 1850 auditors worldwide
Large customer base: certifications

4. An intangible commodity exchanged between a supplier and customer
Definition of Service
An intangible commodity exchanged between a supplier and customer
Example of service industries:
Healthcare
Banking and Finance
Telecommunications
Logistics

5. Service Characteristics
Intangible
Produced and delivered at the same time
Perishable (no preservation)
No standard specification
High degree of variability

6. Understanding IT Services
Disaster Recovery service
Data Center,
Hosting, Storage services
Internet Service
Network support
Repair & Maintenance
Application Management
Phone service

7. IT Services Supply Chain
Service Providers
Service Owners
Service Desk
End Users
External Service Providers
Internal Service Providers
Our target

8. Service Specifications
Availability
Capacity
Response time
Accuracy
….. ……

9. Service Lifecycle Product Lifecycle Requirements Service Design
Service Transition
Service Operation
Service Retire
Product Lifecycle
Specification
Design & Development
Production
Delivery
End of Life

10. Requirements of ISO 9001 4.1 General 4. Quality Management System 4.2
Documentation
Requirement
6.1
Provision of
Resource
5.1
Management
Commitment
5. Management Responsibility
5.2
Customer
Focus
5.3
Quality
Policy
5.4
Planning
5.5
Responsibility,
Authority, Comm
5.6
Review
6.2
Human
6.3
Infrastructure
6.4
Work
Environment
6. Resource Management
8.1
8. Measurement, analysis & improvement
8.2
Monitoring &
Measurement
8.3
Control of non-
Conforming product
8.4
Analysis of
data
8.5
Improvement
7.1
Planning of
Product
Realization
7. Product Realization
7.2
Customer
related
Process
7.3
Design &
Development
7.4
Purchasing
7.5
Production &
Service Prov
7.6
Control of
Monitoring,
Mesr equip

11. ISO 20000:2011 4. Service Management System General Requirements
6.1
Service Level
Management
6.2
Service
Reporting
6. Service delivery process
6.3
Continuity &
Availability
6.4
Budgeting &
Accounting
For IT services
6.5
Capacity
6.6
Information
Security
4. Service Management System General Requirements 5
Design and
Transition of
New
Or Changed
Service
4.1
Management
Responsibility
4.2
Governance of
Process operated
By other parties
4.3
Documentation
Management
4.4
Resource
Management
4.5
Establish &
Improve the
SMS
9. Control
Processes
9.2
Configuration
Management
9.1
Change
9.3
Release
7. Relationship
Processes
8. Resolution
processes
7.1
Business
Relationship
Management
8.1
Incident
Management
7.2
Supplier
Management
8.2
Problem
Management

12. ISO 9001, ISO 20000-1 ISO 9001 ISO 20000-1 QMS SMS
4.0 Quality management system
5.0 Management responsibility
6.0 Resource management
8.0 Measurement Analysis
& Improvement
4.1 Management responsibility
4.2 Governance of process
operated by other parties
4.3 Documentation management
4.4 Resource management
4.5 Establish and improve
SMS
QMS
SMS
5.0 Design and transition of new
or changed services
6.0 Service delivery processes
7.0 Relationship processes
8.0 Resolution processes
9.0 Control processes
7.0 Product realization

13. Integrated View of Management System
For Service Organizations?
Management commitment
Customer focus
Quality policy
Planning
Responsibility, authority & communication
Measurement Analysis & Improvement
Management review
Resource Management
Documentation management
Purchasing
Internal audit
ISO
5.0 Design and transition of new
or changed services
6.0 Service delivery processes
7.0 Relationship processes
8.0 Resolution processes
9.0 Control processes
ISO 9001
7.0 Product realization

14. Customers Customers Vendors / Suppliers
Governance
Strategic
Planning
Process
Management
Program
Customers
Customers
Business
Development
Product Development
Product
Deployment
Project
Planning
Requirement
Design
Development
Test
Business
Relation
Mgmt
Service Delivery
Operation
Planning
Service
Design
Transition In
Delivery
Out
Business
Relation
Mgmt
Requirement
Mgmt
Budgeting
&
Accounting
Information
Security
management
Process
Service QA
Measurement
And
Analysis
HR and
Training
support
Controlling
process
Support
Supplier
Mgmt
Vendors / Suppliers

15. Subrata Guha Director IT Services Subrata.guha@us.dqs-ul.com
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