Friday, October 3, 2008

Importance of ISO 2000 To Organizations - An Interview with Ron Przywara

Ron Przywara

Ron Przywara
ITIL Certified Consultant
IT Service Management
Veris Associates, Inc.

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Understanding the importance of ISO 2000 to any organization is, well, important.

ISO/IEC 20000 is the first international standard for IT Service Management. It is based upon an earlier British Standard BS 15000.

Formally: ISO 20000-1 "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". It comprises ten sections:

  • Scope
  • Terms & Definitions
  • Planning and Implementing Service Management
  • Requirements for a Management System
  • Planning & Implementing New or Changed Services
  • Service Delivery Process
  • Relationship Processes
  • Control Processes
  • Resolution Processes
  • Release Process

ISO 20000-2 is a 'code of practice' and describes the best practices for service management within the scope of ISO20000-1. It comprises the same sections but excludes the 'Requirements for a Management system' as no requirements are imposed by 'part 2'.

The standard was first published in December 2005.

In a 40 minute interview, host David A. Zimmer, PMP speaks with Ron Przywara, Sr. Consultant of Veris Associates, Inc. to learn more about this emerging standard. Ron discusses its importance to the organization, relationship with ITIL, IT Infrastructure Libraries, and other related frameworks such as COBIT and SixSigma.

In the 5 minute excerpt, Ron provides a highlight of what ISO/IEC 20000 is. Click here to get the excerpt.

In the full-length 40 minute interview, Ron provides many more details as to why IT Directors need to know about this important standard and how it benefits them in meeting the needs of the business.

Click Here to get the full interview.

Friday, September 26, 2008

Top 5 IT Pain Points

Cheryl Croce

Cheryl Croce
Sr. Consultant
Veris Associates, Inc.

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You are an IT director or manager responsible for the IT Service Management within your organization, and you recognize certain conditions seem to rise to the top and batter you daily. You'd like to learn how to overcome these so you can move onto other things and feel satisfied the annoying nuisances won't come back.

Through our extensive research and close interaction with our clients, we at Veris Associates, Inc. have discovered the 10 areas that seem to keep IT departments from fully reaching their potential. Many times, they are asked, at the same time, to maintain stable environments, provide new features, and support technology implemented by the business side of the organization. On top of that, the IT staff must prove their value to the organization. They are pressured to perform while feeling they could be replaced by outsourced or off-shored talent.

In this 40 minute interview, Cheryl Croce covers the Top 5 Pain Points. Click Here or the Listen Now button to listen to the interview.

Don't have time for the entire interview? Listen to a 5 minute excerpt by clicking here!