1. The preparation process of ISO 20K certification in outsourcing environment
HP ITO Best Shore Slovakia Center.
Ing. Ivonne Suarez
26 Feb 2010

2. Global & Regional Delivery Centers
Bratislava, Slovakia (GCS) EAO, Networks, Unix, Wintel, Database, Storage
Germany
SAP/Database expertise
(Boeblingen)
Regional
Canada
Mainframe,
Networks
(Toronto)
Sofia, Bulgaria (GCB) Database, Managed Web, Storage, Unix, Wintel, Collaboration & Messaging, Mainframe
Ireland
Mainframe
(Dublin)
USA
Non-Stop (Austin)
RMC (Houston)
Dalian, China
GSD services
Spain
RMC
(Barcelona)
Manila, The Philippines (GCP)
EAO, Managed Web, EAI, Unix, Wintel, EUWM, Database, Storage
Bangalore / Chennai, India (GCI)
Collaboration & Messaging,
Database, Storage, Unix,
Wintel, EUWM
San Jose, Costa Rica (GCC)
Collaboration & Messaging,
Database, Managed Web, Unix,
Wintel, Storage, Networks, EAO
Kuala Lumpur
Malaysia (GCM)
Networks, Backup, Storage,
Unix, Wintel, Database,
Managed Web, SAP
Brazil
RMC
(Sao Paulo)
17 November, November, 2018

3. EMEA BestShore Cluster
Understanding the QMS setup
ITO DO Organization
EMEA BestShore Cluster
Best Shore Slovakia
More global delivery centers/
Align Process for Whole centers
Part of Regional Certification
Align with EMEA Quality System
Internal Process
Records and Evidence
Which documentation will be use?
How to organize the records and evidence?
How to align with the region and globally and fulfilled the ISO20k requirements?
17 November, November, 2018

4. Required documents for ISO20K- QMS
Policies
Process
Guidelines and Standards
Templates and checklist
Provide direction to the organization
in that area
Applicable across the organization
Policies are defined for each process area
Tasks to be performed in the specified area
Covers among others roles and responsibilities, metrics and verification & validation criteria
Applicable across the Organization
Suggested way of performing the task
Covers ‘ how’ to do the task
Though not mandatory, can be referred while performing the activity
Provide specific instances of process definition and/or implementation
Artifacts for use at Service Delivery or Organizational level
Form the basis for evidences towards compliance
17 November, November, 2018

5. ISO 20K Slovakia Level 3: Local documents and evidence
QMS MANUAL - POLICIES
ITO DO PROCESS AND PROCEDURES
ITO DO GUIDELINES, TEMPLATES, REPORTS
CENTER SPECIFIC
Level 3: Local documents and evidence
Level2: Documents align for all the global delivery centers.
Level1:Documents from HP Enterprise Services Management Process
HP Confidential
17 November 2018

6. Include some part of process needed for ISO20k
Where to start?
Include some part of process needed for ISO20k
ISO 9000
ISO 27000
ISO
20000

7. What is ISO/IEC 20000?
Parts 1 and 2
ISO : 2005
Part 1: Specification
ISO : 2005
Part2:Code of Practice
Defines requirement for a service provider to deliver managed services of an acceptable quality
Minimum requirements
Auditable standard, uses the
word “shall”
Provides guidance and recommendations on how to meet requirements in Part 1
Best Practice, uses the
word “should”
Guidance to Auditor
HP Restricted

8. ISO 20000 Processes Planning & Implementation (4)
Planning New Services (5)
Management Systems (3)
Management Responsibility ,
Documentation
Requirements
Competences
Awareness
Training
Plan
Implement
Monitor
Improve (
Plan… .
Do…
Check… ..
Act…… )
Implementing New or Changed Services
Service Delivery Processes (6)
Capacity Management
Service Continuity
&
Availability Management
Service Level Management
Service Reporting
Information Security
Management
Budgeting
Accounting for IT
Services
Control Processes (9)
Configuration Management
Change Management
Release Processes (10)
Relationship Processes
(7)
Resolution Processes (8)
Release Management
Incident Management
Problem Management
Business Relationship
Supplier Management
HP Restricted

9. ITSM Reference Model
Framework to manage IT strategy through to daily operations
Moves from top left through to top right clock wise– strategic through to operations
Multi companies can work in the framework
Tool set to support it
Have seen 30% reduction in costs due to this
Common mind set across all support
Service delivery assurance is the Center of the processes and this differs from other process where change management is normally in between service development and deployment
Incident, Problem and operations are all in the same quadrant allowing for greater analysis of incidents to look at the root cause
80% of costs are fixed in the way that the service is designed so very important to get this right in a partnership
Need to work together in all 4 areas
The ITSM reference model is aligned to the ITIL. It allows us to manage IT services with a process oriented approach. When developing a service, we start with understanding the customer, your, needs and planning a service to meet that need through the 2nd quadrant. The service is then developed and tested and when everything is ready, the service is activated and support under Service Operations. To ensure a consistent and stable environment, change is rigorously controlled
17 November, November, 2018

10. Deliverables - Overview
First Phase
Second Phase
Third Phase
End Date
Deliverables:
5. Internal Assessment to review consistency
6. Prepare place to upload all information (sharepoint-database)
7. Conduct QMS Training
3. Prepared the documentation
Aligned with EMEA Process
Aligned with Global Process
4. Prepared evidence (Records and Templates)
8. Internal Audit
9. Pre-assessment
10. Certification Audit.
Identified Process Owners (Local and Global)
2.Conduct a GAP Analysis

11. PREPARATION FOR ISO20K (phase 1)
Identified Process Owners (local and Global)
Identified questions , requirements for ISO20k
Which organizations will be certified?
Who is going to provide resources to achieve the certification?
1.Define
Scope
2.GAP Analysis
Conduct GAP Analysis
Analyze Results
Prepare a Project Plan to Closed GAPS

12. PREPARATION FOR ISO20K (phase 2)
Define a global strategy to provide missing documentation
Alignment global level
CLEAN UP!!
3.Prepare Missing Documentation
4.Prepare Evidence , Records, Templates
Review documentation, templates, records.
Update information, decommissioning to old documentation.
Implement new templates of process if needed.
Start communication and usage of new QMS.
Create channels between local and global owners
Create or put in practice Document Management Process
Review templates, and records
Define the structure QMS

13. PREPARATION FOR ISO20K (phase 3 and 4)
Internal review and Assess Consistency
Create QMS database or sharepoint.
Conduct QMS training
PREPARATION FOR ISO20K (phase 3 and 4)
Phase 3
Design the place where all documents, records, links will be placed
Closed GAP with regional and global documentation.
Planning, execution, reporting, follow up, findings closure
Prepare QMS training, identified trainers, training schedule, training records finalization.
Internal Audit
Pre-Assessment
Audit Certification
Phase 4

14. Questions?

15. Outcomes that matter.