ISO 20000 Customer Portfolio – A perfect overview of all IT services provided
Branimir Valentic
For some of you it may sound strange, but in my experience, many people in IT Service Management (ITSM), while...
For some of you it may sound strange, but in my experience, many people in IT Service Management (ITSM), while implementing ISO 20000, have issues with the Business Relationship Management (BRM) process. BRM is certainly...
ITIL/ISO 20000 Service Level Requirements – Ensure you deliver what the customer asked for
It’s probably happened more than once: an IT service achieves Go-Live maturity, only for you to figure out that it’s...
It’s probably happened more than once: an IT service achieves Go-Live maturity, only for you to figure out that it’s not what the customer asked for. That’s bad news. The good news is that it...
How to manage service management records according to ISO 20000
Have you ever been in a situation when you had to make a decision, but you had almost no information?...
Have you ever been in a situation when you had to make a decision, but you had almost no information? Sooner or later, each one of us gets into such a situation in our lifetime....
What is the purpose of the internal audit report in ISO 20000?
Most of us like to know when we did something well. It’s even better if it comes in writing. On...
Most of us like to know when we did something well. It’s even better if it comes in writing. On the other side, if something is not as it should be – there are a...
Managing Service Requests in ITIL/ISO 20000 using the Service Request record
Once, when I started working for a multinational company, I needed my laptop to be installed. The first issue was...
Once, when I started working for a multinational company, I needed my laptop to be installed. The first issue was that there was only kind of (meaning – with very narrow functionality) a Service Desk....
ITIL/ISO 20000 supplier performance report – The moment of truth
Suppliers can be a great help. For example, there are probably areas of expertise that you need, but you don’t...
Suppliers can be a great help. For example, there are probably areas of expertise that you need, but you don’t have them. It’s logical to look elsewhere for them, i.e., to find someone who has...
