Software Quality/Metrics Implications of ISO/IEC 20000 IT Service Management (AGM)
According to Gartner, “the new ISO/IEC 20000 standard is set to become a cornerstone for improving the management of external service providers.”
ISO notes that “Today, IT service providers are under sustained pressure to deliver high quality service at minimum cost. Concerns have been raised that IT services, whether provided by an in-house IT department or an external organization, are not aligned with the needs of the business and its customers. ISO/IEC 20000 will reduce operational exposure to risk, meet contractual and tendering requirements, demonstrate service quality and deliver best value.”
This presentation reviews the software quality and software metrics implications of complying with ISO/IEC 20000 and discusses the advantages and disadvantages of the new standard.
Ted Smillie
Ted is Director, Quality Assurance Services at Montrose Computer Services Pty Limited. He is current National Chairman, Software Quality Association (SQA) and former ASMA/SQA NSW Chairman. His specialties are Software Process Improvement, Software Project Management, Software Quality Assurance & Testing and Software Risk Management. Ted has project managed numerous IT process improvement programs including assisting Montrose clients to achieve ISO 9001 Certification. Other activities include running internal and external training courses and working with the Certification Bodies on IT assessment audits. Ted has conducted numerous ISO 9001 certification audits and has also assessed clients’ compliance with ISO 15504 (SPICE), AS4360, Risk Management and ISO 17799 , Information security management. He has recently completed an auditor training course on the new ISO/IEC 20000 IT Service Management Standard and Code of Practice.
