Apr 132011

Date: 21 July 2005
Subject: ISO 9001 and BS15000 (ITIL) (BCS members workshop)
Speaker: Neil Merritt (Service Delivery Manager, Abacus Group Services Ltd)
Venue: Sir Walter Raleigh House

Event Description

This workshop will explore the links between ISO 9001, BS15000 and the IT Infrastructure Library and how they can help effective service delivery. The agenda will be as follows –


– The aims of the workshop

– The structure of the workshop

The Theory:

Why implement standards?

Purpose and Structure of the Standards

– Technical requirements

– Benefits realised from each standard

How the two standards compliment each other and sustain IT environs

Mapping of IT functions to form a comprehensive continuous improvement system

The Practise – Abacus Technology – a case study

Key drivers for implementation

Chronology of implementation

– Benefits and Pitfalls

– Lessons learnt

Mechanics of implementation

– Methods used

– Benefits and Pitfalls

– Lessons learnt

Current progress


This is a free workshop for BCS members only. BCS members should be able to claim 1.5 points for attending this workshop which is scheduled to finish at 16:30. Tea and coffee will be provided.


There are a limited number of places available – a maximum of 15. Please email Neil Merritt on (neil.merritt@abacusglobal.com) or call him on (01534) 602817 to register for this workshop.


ITEX is kindly providing the facilities for this event.

User review

Review of ISO 9001 and BS15000 workshop – Thursday 21st July (Ray Dubras)

Love them or hate them standards are everywhere and within the field of IT we seem to have more then our fair share of them. This workshop aimed at helping BCS members understand the current standards relating to IT Service Management, those predominantly of ISO9001 and BS15000 (ITIL).

The approach to this workshop was two fold. The first session was an understanding of the framework of where and how these standards help provide a structured approach to IT Service Management and highlighted some business benefits that they bring. This was to be given by David Cairns, C Icons Ltd, but unfortunately, due to circumstances beyond his control, David was unable to be present on the day. The second session was a case study of how Abacus Financial Services Group (AFSG) implemented these standards. In David’s absence Neil Merritt, of AFSG, took centre stage for both these sessions.

The second session was by far the most interesting. This showed how AFSG went about implementing these standards over two plus years. The start to this process was in June 2003 by the IT department highlighting their business objectives, and wanting to show the rest of the business that they offered value for money to their internal clients. This could only be achieved by ensuring that they conform to some standard which could offer them some comparison to other companies.

The early awareness campaigns and successes bought around a fundamental business change as the rest of the business started to see the benefits within the ISO9001 model. The result was a change in project scope from that of IT to business wide, across all divisions.

By September 2004 the ITIL foundation training was complete for all IT staff and the initial system assessments for BS15000 were carried out. The ITIL training program is ongoing with selected people working towards the Managers Certificate training.

One key feature of these standards is the internal audit, a method of continual improvement. By reviewing the current processes and procedures and by determining working matrices these elements can be analysed. An internal auditing team then scrutinise the results and try to improve on them.

Once the business has undergone a few internal audits, they can then ask for a certificated assessment to be carried out by an independent body. These auditors ensure that the standards are being carried out correctly and add benefit by offering advice over the many aspects of the certification process. They themselves understand that the process to continual improvement is iterative.

The sessions were conducted in a relaxed and informal manner, allowing the 12 delegates to engage in discussions and to bounce the ideas off each other.

Whilst the implementation of these standards doesn’t seem easy and takes many hours of staff time and dedication there seems to be benefits to be gained. It would be interesting to have a follow up event in coming years, highlighting some of the business benefits actually gained by these standards.

It would also be interesting to learn about how smaller companies can implement these standards with smaller budgets and resources pool.

The venue for this workshop was at Itex’s training centre at Sir Walter Raleigh House. Their staff looked after us well, providing tea and coffee on arrival and between sessions.

Overall a good event and our thanks go to David Cairns, Neil Merritt, the Itex training centre staff and all involved in organising the workshop.

Others peoples comments

I thought it was excellent – a nice setting, an excellent environment to discuss general problems that companies or individuals within companies may be having in their IT departments.

Useful, relevant and helped provide me with a better understanding of where ISO9001 and BS15000 fits in. I am not sure I can apply anything I learned from the workshop at the moment, but I thought that forums and workshops of this kind are extremely useful both professionally (and personally) – and economically to the Island.