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Detailed guidance with our ITIL and ISO 20000 Blog

SMS Policy – How to create it according to ISO 20000

Topics like management and strategy have a special “place” in IT, but pretty often – they don’t belong among anyone’s favorite topics. Sure, management of the IT organization is deeply involved in the above-mentioned topics, but everyone else… well, try to talk to the operating personnel (who make up the ...Read more

Improvements in ISO 20000 vs. CSI in ITIL

Everything can be better; both ISO 20000 and ITIL are aware of and strongly promote this fact. Take it to your personal level. How many details in your personal or professional life have you already improved? Most probably – many of them. Working on improvements continually? You are right – ...Read more

How to use the ITIL CSI approach to improve your services

Improvements are quite sensible things. First of all, effort (sometimes significant) needs to be invested in order to detect and start an improvement initiative. Secondly, once you have the improvement defined, it’s important that there is a process in place that will implement that initiative – a managed process. In ...Read more

How to create an ISO 20000 internal audit checklist

Implementation and management of an ISO 20000-based Service Management System (SMS) has many challenges. But, sooner or later, organizations overcome them. One element of the SMS that companies must always keep their eyes on is the internal audit. Since the SMS encompasses IT services from their design and creation (i.e., ...Read more

What is the role of the Service Asset and Configuration Manager according to ITIL/ISO 20000?

From the questions that I get, I have a feeling that many of you see Service Asset and Configuration Management (SACM) as complicated. I have to tell you that you are not alone. I do ITIL / ISO 20000 trainings and consulting projects, and I have to admit that many people share ...Read more

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
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