30 junio 2009

ISO 20000 para PYMEs

Uno de los principales culpables de que le dedique menos tiempo a publicar comentarios en el blog es un proyecto de implantación de ISO 20000 en PYMEs en el que estoy participando. El objetivo es muy sencillo: ¿No dice el estándar que el Sistema de Gestión de Servicios TI (SGSTI) que propone la ISO 20000 es válido para organizaciones de cualquier tamaño? Pues vamos a demostrarlo implementándolo en PYMEs, con todas las limitaciones de este tipo de empresas (pocos recursos técnicos, pocos recursos humanos, pocos recursos económicos) y alguna más que nos hemos buscado, ya que para conseguir que el proyecto sea subvencionado por el Plan Avanza los plazos de implantación deben garantizar que dichos SGSTIs estén certificados antes de fin de 2009.

La verdad es que es un proyecto muy complejo, tanto a nivel "técnico" como a nivel de gestión. Pero de momento puedo decir que, con sus puntos fuertes y sus áreas de mejora, el proyecto marcha más o menos según lo previsto. Y aunque todavía no tengamos resultados definitivos, sí que hay algunos aspectos que a día de hoy ya creo que se pueden ir destacando. Entre ellos, tenemos:
  • Para las empresas que venden servicios TIC realmente la ISO 20000 tiene importantes connotaciones de negocio: sólo el hecho de adecuar los servicios prestados a las exigencias de la norma está proporcionando ventajas competitivas a las organizaciones a la hora de posicionar sus servicios respecto de los de la competencia.
  • Un SGSTI no tiene por qué ser un monstruo: Si atendemos exclusivamente a los requisitos mínimos que exige la ISO 20000, es posible desarrollar procesos y servicios con unas dedicaciones totalmente asumibles por pequeñas organizaciones.
  • No es imprescindible una super-herramienta para implementar los procesos definidos por la ISO 20000: Aunque las herramientas ayuden mucho, unas pocas aplicaciones bien seleccionadas, la voluntad del equipo de trabajo y un poco de sentido común nos pueden permitir suplir las funcionalidades de herramientas de elevado coste.

En definitiva, sigo pensando no sólo que es posible implementar un SGSTI certificable bajo ISO 20000 en una PYME, sino que un proyecto bien definido en este ámbito puede permitir a dicha PYME obtener beneficios directos y tangibles a la hora de comercializar sus servicios TI, con una inversión relativamente pequeña y amortizable a corto plazo. Y a día de hoy, eso es todo lo que puedo contar...

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