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The preparation process of ISO 20K certification in outsourcing environment

The preparation process of ISO 20K certification in outsourcing environment. HP ITO Best Shore Slovakia Center. Ing . Ivonne Suarez 26 Feb 2010. Global & Regional Delivery Centers. Bratislava, Slovakia (GCS) EAO, Networks, Unix, Wintel, Database, Storage. Germany SAP/Database expertise

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The preparation process of ISO 20K certification in outsourcing environment

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  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) Dalian, China GSD services USA Non-Stop (Austin) RMC (Houston) 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)

  3. Understanding the QMS setup 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?

  4. Required documents for ISO20K- QMS • 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

  5. ISO 20K Slovakia

  6. Where to start? Include some part of process needed for ISO20k

  7. What is ISO/IEC 20000? Parts 1 and 2 • ISO20000-2: 2005 • Part2:Code of Practice • ISO 20000-1: 2005 • Part 1: Specification • Provides guidance and recommendations on how to meet requirements in Part 1 • Best Practice, uses the • word “should” • Guidance to Auditor • Defines requirement for a service provider to deliver managed services of an acceptable quality • Minimum requirements • Auditable standard, uses the • word “shall” HP Restricted

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

  9. ITSM Reference Model

  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? 2.GAP Analysis 1.Define Scope Prepare a Project Plan to Closed GAPS Conduct GAP Analysis Analyze Results

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

  13. 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. • Prepare QMS training, identified trainers, training schedule, training records finalization. • Planning, execution, reporting, follow up, findings closure Phase 4

  14. Questions?

  15. Outcomes that matter.

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