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Detailed guidance with our ITIL and ISO 20000 Blog

ISO 20000 Incident and Service Request Management – Increasing efficiency with information flow

Once your service is in the live environment, the Incident and Service Request Management process will count for the majority of your daily activities. This means, from a practical point of view, that your customers will judge you (as an IT service provider) based mostly (because there are a few ...Read more

IT Service Management communication according to ISO 20000

Whether you have an important decision for your employees, or you have to motivate employees to follow your ideas and principles, communication is a tool you could, or better to say – should, exploit to its maximum. Being prepared, i.e., having clear rules can be of great help. ISO 20000 is ...Read more

How to measure Change Management efficiency according to ITIL

A desire for efficiency is deeply rooted in most of the professionals I’ve met. And that’s logical, because to be professional, but inefficient… well, that doesn’t make sense. ITIL provides a framework for IT Service Management (ITSM) excellence, i.e., efficiency. Change Management is one of the most important processes within the ...Read more

ITIL/ISO 20000: What is the job of the Change Manager?

Did you know that changes make up a significant source of new incidents? Sure, here I mean unsuccessful or poorly made changes. Actually, no one likes them, neither the business nor IT. A newly created incident is one of the consequences (a tangible one) of such changes, but frustration, the ...Read more

How to structure ISO 20000 documentation

Many people identify ISO standards with a bunch of documents. Well, I have to admit that I understand that concern. If you just started reading the ISO 20000 standard’s requirements, it may seems that you will be busy with producing documents for some time. Maybe you will, but that’s also ...Read more

What is the job of the Service Desk Manager?

If you think about jobs in IT, many of you would think about technical, routine tasks and spending time in front of various terminals. Well, for many of the jobs – this interpretation could be right. But, there is one job that I would take out from the bunch of ...Read more
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