ISO-20000-ITIL-blog

All posts by: Branimir Valentic

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...
How to make your ITIL/ISO 20000 Problem Management more effective with a Problem Record
What I have witnessed many times is that SLAs (Service Level Agreements) define incident handling, including incident resolution time. That...
What I have witnessed many times is that SLAs (Service Level Agreements) define incident handling, including incident resolution time. That is OK until you face two opposing views – customers and service delivery, i.e., maintenance...
ITIL Underpinning Contract vs. ISO 20000 Supplier Contract – Similarities and differences
Most of the clients I work with are focused on their customers and the services they deliver to them. Accordingly,...
Most of the clients I work with are focused on their customers and the services they deliver to them. Accordingly, I always receive a bunch of questions related to the Service Level Agreement (SLA; i.e.,...
Which questions will the ISO 20000 certification auditor ask?
Starting an ISO 20000 implementation, and the implementation itself, usually require a lot of effort and resources inside the company. I...
Starting an ISO 20000 implementation, and the implementation itself, usually require a lot of effort and resources inside the company. I would add – a lot of hassle and stress, too. And, once you are finished,...
How to choose the best consultant for your ITIL/ISO 20000 implementation
Can you remember a situation when you “hit a wall” and didn’t have a clue what to do next? So...
Can you remember a situation when you “hit a wall” and didn’t have a clue what to do next? So many options, but which is the right one? What to do next? Making the right...