[PDF] ISO/IEC 20000-1: Clarifying measurements

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International Organization for Standardization BIBC II, Chemin de Blandonnet 8, CP 401, 1214 Vernier,

Geneva, Switzerland Tel: +41 22 749 01 11, Web: www.iso.org

JTC1/SC40/WG2

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ISO/IEC 20000

-1: Clarifying measurements

Quite often as implementation practitioners, process owners, consultants, trainers and auditors, we are faced with

questions of what and how around measurement. ISO/IEC 20000-1 has been written specifically to define the 'what'

(requirements) but not the 'how'. The 'how' is found in other documents (e.g., ISO/IEC 20 000 -2, ISO/IEC 20000-5). But even

examining those documents, JTC1/SC40/WG2 experts felt there was still something "lacking," so a task group was formed

to explore measurements and how the experts should address the gaps in guidance on this subject. This paper is a summary

of what we found, and we are asking the readers of this document to tell us what you think the next steps should be.

The measurement task group explored three topics:

1.Measuring the SMS - what measurements does ISO/IEC 20000-1 require?

2.Measuring service performance - measuring the outcomes of service delivery

3.Measuring the impact of the SMS - measure the value of the SMS.

Each area will be summarized and based on the experience of the experts; example measures provided to illustrate the

three focus areas. Measuring the SMS Within ISO/IEC 20000-1, most of the measurement requirements can be found in clauses 9.2 (Internal audit), 9.3

(Management review), 9.4 (Service reporting), 10.1 (Nonconformity and corrective action) and 10.2 (Continual

improvement) and then supported by clause 9.1 (Monitoring, measurement, analysis and evaluation). There are, in

addition,

several other individual requirements that have a measurement component that must be addressed; this section

is focusing on clauses listed above. Three main guidelines for all measurements include:

1.All measurements, even if it is a required measurement within ISO/IEC 20000-1, should have a reason for their

collection (e.g., impact the business). Document it.

2.Once selected, measurements should be critically reviewed on a regular basis for relevancy - remove (if not a

required measure) or replace measures as soon as they become irrelevant.

3.Minimize the number of measurements - more is not necessarily better; define what will be collected based

on what is absolutely needed and then apply rule #2!

Understand th

e intent of monitoring, measurement, analysis and evaluation (MMAE): •Monitor - determine the status of a system, process or activity •Measurement - process to determine a value (e.g., number, percentage, feedback...)

•Analysis - while not formally defined in ISO/IEC 20000-1, it is the process of examining data to reveal relationships,

patterns and trends.

•Evaluation - not formally defined in ISO/IEC 20000-1, it is an activity undertaken to determine the suitability,

adequacy and effectiveness of service management system (SMS). oNote that suitability (does the service meet the needs of the organization?), and adequacy (are

requirements met?) are also not formally defined terms; effectiveness is defined as the achievement of

planned activities and results.

NOTE: the above definitions are directly from the harmonized structure for management system standards (MSS) defined in the ISO

Directives, Annex SL.

MMAE requirements are there to ensure:

•the service provider continually assesses not only the services they deliver but how effectively they are managed

•the data collected (monitor and measurement activities) is relevant, analyzed and evaluated with relevant actions

identified so that service delivery continues to meet the needs of the customer and management continues to

meet the service management objectives of the organization.

Example MMAE measures

•Meeting requirements of ISO/IEC 20000-1 •Improvements identified and approved which are then actioned in a timely way

International Organization for Standardization BIBC II, Chemin de Blandonnet 8, CP 401, 1214 Vernier,

Geneva, Switzerland Tel: +41 22 749 01 11, Web: www.iso.org

JTC1/SC40/WG2

Measurement white paper_final 20220214.docx 2

• Performance criteria for each process

Measuring service performance

The service management system (SMS) has a purpose to provide structure to an organization by defining policies and

objectives and developing processes to achieve the objectives. The service provider undertakes those management

activities to deliver the required services effectively and efficiently to their customers. The measurement of service

performance then becomes a critical measure by the service provider to ensure its obligations have been met. Service

performance measures are also important to the customer as they will answer the question, "Does this service meet my

business needs?" Two different types of information can be gathered to measure service performance:

1. Achievement of obligations as defined in documented agreements (Service Level Agreement [SLA], Operating Level

Agreement [OLA], contract);

2. Achievement of defined business objectives (from the perspective of the customer as well as the service provider).

Looking at the first type of measurement, we often find terms within the service level agreement of reliable, available,

adaptable, secure, flexible, efficient, effective, to name a few. When exploring the second type of measurement, we see

measures aligned to business objectives (e.g., transaction throughput, passenger check-in rate, is the automated teller

machine (ATM) disbursing the correct amount of cash), customer and user satisfaction. Both sets of measures are needed

and there is an intersection between them - consider the first set and the "time element" (e.g., how long before

satisfaction is impacted?) which will impact the solution (is the solution a permanent fix or just a workaround?) and does

that solution impact the achievement of business objective? The use of business analytics and business intelligence

methodologies can support the service performance measures and further define the intersection of both types of

measurements.

Requirements within ISO/IEC 20000-1 reference the actions of service measurement, monitoring or reporting in a variety of

clauses (e.g., 6.3 Plan the SMS, 8.3 Relationship and agreement, 9.1 Performance evaluation, 9.4 Service reporting, 10.2

Improvement). What also needs to be considered are the needs of the customer and perhaps, the supplier. Additionally,

are there additional measures that have been agreed with the customer that go beyond the requirements of ISO/IEC

20000-1?

Example service performance measures

• Meeting the service level agreements

• Achievement of the service management objectives (which should be linked to the business objectives)

• Reduction and/or mitigation of risks

Measuring the impact of the SMS

This last area is one that requires a more qualitative view - the first two areas can be measured relatively easily using

quantifiable data. But when measuring the value or impact of the SMS, it now touches areas of qualitative interpretation of

quantifiable data. These areas, such as quality, cost, experience, efficiency and effectiveness, or more specifically,

reputation of the service provider, customer retention or gain, customer satisfaction, staff morale, legal compliance, market

differentiation, or even service improvement, require the analyst to interpret the data. As soon as interpretation is added

to the mix, there is a risk of bias - intentional or not.

ISO/IEC 20000-1 clauses 4-6 (Context of the organization, Leadership and Planning) all lend themselves to this area of

measurement. The measurement of the impact of an SMS will explore the value of areas such as leadership and strategy,

culture, employee engagement, customer experience as well as the services delivered.

Example impact measures

• Achieving the intended outcomes of the SMS as defined for the requirements of clause 4 • Customer satisfaction and complaints • Service improvements and their impact

• Compliance with internal organizational requirements (e.g., policies, business objectives, commitment to green...)

• Compliance with external obligations (e.g., regulatory, legislation...) • Position of the organization in their market

International Organization for Standardization BIBC II, Chemin de Blandonnet 8, CP 401, 1214 Vernier,

Geneva, Switzerland Tel: +41 22 749 01 11, Web: www.iso.org

JTC1/SC40/WG2

Measurement white paper_final 20220214.docx 3

Summary

The purpose of this document is to "test the waters" and see if there is an interest in developing more information and

guidance around measurement within an SMS. Whether or not your organization uses ISO/IEC 20000-1 for certification

purposes or guidance to develop and deliver services, measurement is a critical component. The example measures

provided above are simply measures the experts within JTC1/SC40/WG2 have seen, developed, or utilized in a variety of

environments. Not all will be relevant or valid for any one organization, but they may trigger new thinking and perhaps,

improved MMAE practices.

Please reach out to us and let us know your thoughts...and needs. As always, we welcome new ideas and new members.

Have you considered joining our workgroup? Contact the WG2 convenor (sdv@practical-itsm.com) or secretary with

comments or questions. Please see: https://committee.iso.org/sites/jtc1sc40/home/projects/wg-2/published-wg2.html.

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