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Detailed guidance with our ITIL and ISO 20000 Blog

What’s needed for successful ISO 20000 certification of your company?

Once you decide to implement ISO 20000, the focus is on the certification date (which is, most probably, the most critical moment in the ISO 20000 implementation lifecycle). For that milestone your SMS (Service Management System) has to be up and running and ready for “inspection.” Easier said than done. Imagine you ...Read more

How to choose an ITIL/ISO 20000 Incident Manager: 5 main characteristics

If you take a look at ITIL, there will be hardly any details about people who should be responsible for the processes or functions while you implement them. OK, ITIL defines some responsibilities, whereas ISO 20000 does not say a word about it. So, using ITIL to get a feeling for ...Read more

5 biggest challenges while setting up the Incident Management process

Incident management is always “hot stuff” in IT Service Management (ITSM). While reading ITIL literature you will notice many elements that need to be considered. But, one of the fundamental issues (not emphasized enough) is – to make a good start, i.e., successfully implement the incident management process. Incident management is ...Read more

What should be on the SMS management review agenda according to ISO 20000?

There are a lot of people interested in the Service Management System (SMS) based on ISO 20000. But, there are also a lot of people who don’t like meetings. I understand them, but there is one meeting (required by ISO 20000-1, SMS requirements) that connects those two groups and their ...Read more

ITIL training – Why would a company invest money into it?

Sometimes, while talking to people from the IT industry and discussing ITIL – I notice the same pattern once we get to the training topic. Those who are familiar with ITIL, and are aware of the benefits it brings, are advocates of ITIL education. Either they went through the training program or ...Read more

Who is your ideal ITIL/ISO 20000 Service Level Manager?

Having the right person in the right position is one of the goals of management. And that’s logical – incompetent people lead to poor results, and every manager gives his best to avoid that. But, besides having competent people, there is one more important thing for every company – having ...Read more
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