Achieving ISO/IEC 20000: Why People Matter 2nd Edition

Description

This book covers the roles and responsibilities of management and process owners, and explains the importance of management commitment to best practice service management, mapping onto the requirements and recommendations of clause 3.1 of ISO/IEC 20000 Management responsibility.

The book also covers the importance of motivation, training and career development as well as tips and techniques, mapping onto the requirements of ISO/IEC 20000-1, Competence, awareness and training.

It is still common for service providers to assume that all problems will be solved technologically. Until recently the role that people played in the successful delivery of an effective IT or technology-enabled service was underestimated. It is acknowledged that service management processes, running in parallel with technology, can make or break the quality of a service, and in many cases be the difference between business competitors. These processes are in turn either made or broken by the people who follow them and those that manage them. Service management is accepted as a viable career option, and is viewed as a set of professional skills that is separate from more established roles such as a developer or project manager.

ISO/IEC 20000 recognizes the interdependence of processes and people and includes a short but highly significant clause on the development, management and motivation of service management staff. Clause 3.1 also recognizes that management commitment and support is fundamental in establishing the policies that give management direction, and in their support of the subsequent changes required to improve the relevant processes. Managers must 'walk the talk' and their support must be real, with active involvement. A senior manager taking on the accountability for service management and the service management plan (referred to in ISO/IEC 20000 as the 'senior responsible owner') and process ownership, along with the associated accountability, is one of the requirements of ISO/IEC 20000 that management have to meet.

CONTENTS:

* Introduction

    * People and processes

    * Mapping responsibilities

    * Motivation and morale

    * Developing capability

    * Leadership and managing people

    * New or changed services

    * Automation and people

    * ISO/IEC 20000 and organizational structure

    * Management and communication of change

    * ISO/IEC 20000 requirements in summary

    * Bibliography and further information

    * Books in the 'Achieving ISO/IEC 20000' series