ISO 20000: A strange case of new or changed services


20000 squid Nautilus viewbay from Jules Verne masterpiece "20000 Lieues Sous les Mers" at Commons Wikimedia

20000 squid Nautilus viewbay from Jules Verne masterpiece "20000 Lieues Sous les Mers" at Commons Wikimedia

Back to governance and ISO 20000, a rather different one from the previous Service Management System examples can be found within 5 Planning and implementing new or changed services.

This section marshals top management in to play regarding decision on significant changes to existing services or new ones (the last one truly is strategic thus should not be handled like other Changes are).

The idea behind this higher level process is to address a recurrent issue: the adequate handover of in-house development projects final product to the “other side”, the service management domain.

Although project deliverables are usually formally accepted, their introduction into live environment not always follows a similar clear approval path and neither development management or service management are independent advocates on this.

By making new service approval go through this steps, top management becomes an active decision maker. And service management will know about new services of big service changes way sooner.

Here I think ISO 20000 favors [using Peterson’s approach to governance] a combination of processes, relational mechanisms (promoting collaboration between conflicting departments)  and IT structures (like IT project steering committees and IT strategy committees for communication and participation of all interested parties) that lead to a particular governance model.

Interesting example on how IT structures  can tie to processes at various levels (strategical/tactical/operational).

Advertisements

Tags: , ,

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s


%d bloggers like this: