1. Viktorija Donceva Trajkovski & Partners Management Consulting Ohrid, May 2009

2. If you don’t want to help yourself, no one can  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 14.08.2015 2

3. If you don’t want to help yourself, no one can 14.08.2015 3

4. If you don’t want to help yourself, no one can  First worldwide standard specifically aimed at IT Service Management  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 14.08.2015 4

5. If you don’t want to help yourself, no one can 14.08.2015 5

6. If you don’t want to help yourself, no one can  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 14.08.2015 6

7. If you don’t want to help yourself, no one can 14.08.2015 7 Overall management system Planning and implementing service management Planning and implementing new/changed services Service delivery processes Capacity management Service continuity and availability management Service level management Service reporting Information security management Budgeting and accounting for IT services Release processes Release management Resolution processes Incident management Problem management Relationship processes Business relationship management Supplier management Control processes Configuration management Change management

8. If you don’t want to help yourself, no one can 14.08.2015 8

9. If you don’t want to help yourself, no one can  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) 14.08.2015 9

10. If you don’t want to help yourself, no one can  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. 14.08.2015 10

11. If you don’t want to help yourself, no one can 14.08.2015 11

12. If you don’t want to help yourself, no one can To provide a management system, including polices and a framework to enable the effective management and implementation of all IT services 14.08.2015 12

13. If you don’t want to help yourself, no one can  Policies  Service 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. 14.08.2015 13

14. If you don’t want to help yourself, no one can  Procedures  Document 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. 14.08.2015 14

15. If you don’t want to help yourself, no one can 14.08.2015 15

16. If you don’t want to help yourself, no one can  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 14.08.2015 16

17. If you don’t want to help yourself, no one can ISO/IEC 20000-1:2005ISO 9001:2008ISO/IEC 27001:2005 1 Scope11 2 Terms & definitions33 3 Requirements for a management system 44, A.6.1 4 Planning and implementing service management 7.1A.6 5 Planning and implementing new or changed services 7.2A.10.3, A.12.1 6 Service delivery process7.2 7 Relationship processes7.2.3/4.14.1, 4.2, A.10.8 8 Resolution processes8.5A.10.10 9 Control processes7.5.1A.12.2 10 Release management7.3 14.08.2015 17

18. If you don’t want to help yourself, no one can 1. Introduction 2. Service Management and Improvement Policy 3. IT Service Management System Overview 4. Management Responsibility 5. Organization for Service Management 6. ITSMS Documentation 7. Services overview 8. Planning and implementing service management 9. Planning and implementing new or changed services 10. Service Management Process Model 14.08.2015 18

19. If you don’t want to help yourself, no one can  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 14.08.2015 19

20. If you don’t want to help yourself, no one can  Service Level Management ISO20000-1:2005 ref. number: 6.1  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 14.08.2015 20

21. If you don’t want to help yourself, no one can 14.08.2015 21

22. If you don’t want to help yourself, no one can  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 14.08.2015 22

23. If you don’t want to help yourself, no one can  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 14.08.2015 23

24. If you don’t want to help yourself, no one can  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 14.08.2015 24

25. If you don’t want to help yourself, no one can Questions? Thank you for your attention! 14.08.2015 25