Governance lurking on ISO 20000

Platanus bark, by Vilseskogenat Flickr - Some rights reserved

Platanus bark, by Vilseskogen at Flickr - Some rights reserved

There’s some governance on those ISO 20000 clauses.

The most obvious is under Requirements for a management system which features a not-so-subtle first section:

[3.1 Management responsibility]

d) appoint a member of management responsible for the co-ordination and management of all services

Next, the first section of the Deming Cycle has this for the service management plan:

[4.1 Plan service management (Plan)]

d) the framework of management roles and responsibilities, including the senior responsible owner, process owner and management of suppliers

And still within Deming Cycle, for the implementation phase:

[4.2 Implement service management and provide the services (Do)]

b) allocation of roles and responsibilities

[side note: I’ve been at Lynda Cooper’s ISO 20000 Audit training and it has been though provoking. Lynda really gave a crisp distinction between service changes and components changes. More on this in the next post]


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4 Responses to “Governance lurking on ISO 20000”

  1. The IT Skeptic Says:

    I don’t think any of that is about governance. All of that is what I call “goverance support”. Goverance is about setting broad policy and drawing bounds around it (“direct”) then monitoring for policy and bounds (“monitor”). these are the points where governance (ISO38500) interacts with management (ISO20000).

    Day-to-day monitoring, reporting, measuring are not governance. Nor is audit. Nor planning or strategy at the operational level. they are operational activities that implement the governance directives and provide data to governors for their monitoring.

    I think both ISO20000 and ITIL fail in defining (or even properly thinking about) those interfaces with true governance

    • rumagoso Says:

      Rob, the thing is ISO 20000 does promote governance in the sense that some of it’s controls demand proof on aspects like the existence of well defined IT structures (responsible functions and IT committees – like CAB, IT Strategy committee). In other words, by complying with those controls the organization is in fact defining and allocating roles thus top management empowers IT executives in a way that can be checked by top management while being kept informed. For instance, with the “5 Planning and implementing new or changed services” of ISO 20000, a regulating mechanism is introduced to monitor the whole cycle of new services since the decision to create them until they’re formally handed over to live production.

      In my opinion, like with ITIL v3 to a lesser degree (mostly with Service Strategy), ISO 20000 has been designed to create an environment that fosters top management and IT working together, this way supporting IT governance. At least someone up there will have to decide on who does what and how to check if objectives are being met (yes, I’m saying that following the ISO 20000 standard an organization will be forced to think and act on the IT governance level).

      If it can jolt things up toward questioning IT governance then it must be good.

      • The IT Skeptic Says:

        Sure ISO2000 (and ITIL) build foundations for governance. But where is the list of WHICH bits? And where is the description of how to integrate those bits with a governance process? Where is the detail of how ISO38500 and ISO20000 work together? the cross reference of the two?


  2. ISO 20000: A strange case of new or changed services « ITIL Blues Says:

    […] ITIL Blues ITIL rants and raves « Governance lurking on ISO 20000 […]

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