How to make your ITIL/ISO 20000 Problem Management more effective with a Problem Record
Branimir Valentic
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...
How to perform ISO 20000 training and awareness
Although training belongs among the logical activities in every contemporary organization, ISO standards don’t leave that topic to the organization’s...
Although training belongs among the logical activities in every contemporary organization, ISO standards don’t leave that topic to the organization’s (free) judgement. ISO 20000 is not an exception – there is a direct requirement related...
How to become an ITIL consultant
Being a consultant sounds quite fancy, doesn’t it? I have to admit, it does, but on the other side –...
Being a consultant sounds quite fancy, doesn’t it? I have to admit, it does, but on the other side – I have to tell you that real life looks much different. ITIL covers a wide area...
