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ITIL® Documentation Toolkit

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Detailed guidance with our ITIL and ISO 20000 Blog

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

Is it possible to calculate ROI for ITIL?

Let’s be honest – IT people and financials don’t like each other. One would say – two separate worlds. Actually, it is so. Different data and different kinds of activities equal different mindsets.  We could elaborate on this from many angles and points of view, but, from my experience, they ...Read more

12 steps for ISO 20000 implementation

If you dig into the content of ISO 20000-1 (requirements for the Service Management System, i.e., SMS), questions will start to pop up. And, maybe one of the most interesting ones is certainly “How to implement all this?” Well, although it sounds complex, if you approach your implementation systematically, it ...Read more

New ITIL Practitioner Guidance book – what does this mean for your certification and implementation?

ITIL implementation is usually pretty challenging. Hundreds of pages explain processes you want to implement (and need to explore), their application in the live environment and struggles with people, processes, and services once you implement them. Then you try to simplify it with training. That’s, basically, a great idea. But, ...Read more

How much does ISO 20000 implementation cost?

Starting any project can’t go without many questions asked. ISO 20000 is not an exception. One of the mandatory questions, and among the first ones to ask, is – “How much does it cost?” Management is the first one who would like to know the answer, so you have to be ...Read more
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