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Troy DuMoulin, VP, Research & Development

Troy is a leading ITIL® IT Governance and Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope.

He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.


The Guide

"This blog is dedicated to making sense out of the shifting landscape of IT Management. Just when we thought we had a good handle on managing technology, the job we thought we knew is being threatened by strange acronym’s like ITIL, CMMI, COBIT, ect.. Suddenly the rules have changed and we are not sure why. The goal of this blog is to offer an element of sanity and logic to what can appear to be chaos."

Hitch Hiker's Guide to the Galaxy

"In many of the more relaxed civilizations on the Outer Eastern Rim of the Galaxy, the Hitch Hiker’s Guide has already supplanted the great Encyclopedia Galactic as the standard repository of all knowledge and wisdom, for though it has many omissions and contains much that is apocryphal, or at least wildly inaccurate, it scores over the older more pedestrian work in two important respects.

First, it is slightly cheaper: and secondly it has the words DON’T PANIC inscribed in large friendly letters on its cover."
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Friday, August 13, 2010

Why You Need To Know ISO 20000

When You Are Building a House It Needs To At Least Meet the Code

ISO 20000 as the International Standard for Service Management has been published since 2005 and it is going through its first major update this year and next.

My good friends and fellow Pinkers Jack Probst and Robin Hysick are involved in the update project and Jack has the honor of serving as the US Task Group lead (Task Group 25) for the 20k update and is in the thick of things.

Add to this a noticeable lift in general interest and the addition of the ISO Foundation course to our growing portfolio of IT Management Education products and you will see why ISO 20000 is top of mind for me.

In my role of Product Strategy and as the Lead of our Consulting Practice I am expected to answer the “So What” question on a frequent basis.

So What: Why should I care about ISO 20000, if I have an ITIL background and certifications up the wazoo? Or conversely why should I care about ITIL since I have my Auditor’s or Consultants Certificate in ISO 20000?

Both are good questions that until recently I have struggled to find a concise “Elevator Speech” for. That is until just recently when I was talking with another Pinker friend of mine Anil Dissanayake. Anil and I were discussing the ISO 20000 class he was teaching and wrestling with the best way to position these two elements ITIL / ISO 20k when an analogy came to me that made the whole puzzle crystal clear in my head.

First we need to establish some baseline understanding.

ITIL is a library of knowledge or good practice which provides a reference model covered in 5 substantial books of a few hundred pages each

ISO 2000 (2005) Is a standard documented in two main parts:

Part 1: Specification - “Must Haves” (24 Pages including all the white space, terms of references and the usual acknowledgements)
Part 2: Code of Practice “Nice To Haves” (42 Pages providing an expansion on the specification with illustration, commentary and additional concepts)

So in total being overly generous there are 66 pages of content to teach, consult or Audit on - providing you count the title pages and table of contents.

This is why I find discussion about adopting or implementing ISO 20k extremely frustrating. A topic I address in the following article.

ISO 20k The Industrial IT Password / The Value And The Misunderstanding of ISO 20000

So that being said why should you or anyone want to attend a course on ISO 20000?

This is where my analogy comes in: Electrical Code and ISO 20k

Lets for the moment put this in the context of the trade of Electrical Engineering or simply the study to become a Certified card carrying Electrician.

As an Electrician you will need to study a body of knowledge relevant to your trade through a series of courses which start with the fundamentals of electricity and then progress on to harder courses studying the application of the fundamentals in various circumstances. This course of study will likely take you a series of years requiring you to pass a set of exams and certification processes which will eventual reward you with your license as an Electrician.

As part of this course of study you would also take one or more courses on the “Electrical Code” ensuring that you understand the minimum requirements for either the design of new projects or the repair and maintenance of existing facilities. As with most codes there is a minimum specification or mandatory set of requirements and also subsequent documents that expand on and provide context and further explanation of the code itself.

As part of your course of study you would study both the body of knowledge and the specification or code. It would not occur to you to do otherwise, even if your certification process as an Electrician did not require it.

So in this analogy you can make the following tie into the ITSM world.

As a student of IT Service Management you study frameworks of knowledge such as ITIL and COBIT but you also need to have a firm grasp on the minimum specification and code of practice for ITSM to ensure you build with the code in mind or conversely ensure your suppliers are providing you an ITSM service that meets at least the mandatory set of requirements. Explicitly: ITIL is the framework of reference and ISO 20k is the specification / code of practice that validates a minimum level of quality.

So the correct answer to the question: Which course should I take ITIL or ISO 20k? is Yes (Both are required)

Troy’s Thoughts What Are Yours?

”He knows the tax code as thoroughly as the pope knows the Lord’s Prayer.” William Proxmire



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Posted by Troy DuMoulin on 08/13 at 05:14 PM
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