What is the role of the Service Asset and Configuration Manager according to ITIL/ISO 20000?
Branimir Valentic
From the questions that I get, I have a feeling that many of you see Service Asset and Configuration Management...
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...
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...
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...
IT Service Management communication according to ISO 20000
Whether you have an important decision for your employees, or you have to motivate employees to follow your ideas and...
Whether you have an important decision for your employees, or you have to motivate employees to follow your ideas and principles, communication is a tool you could, or better to say – should, exploit to...
How to measure Change Management efficiency according to ITIL
A desire for efficiency is deeply rooted in most of the professionals I’ve met. And that’s logical, because to be...
A desire for efficiency is deeply rooted in most of the professionals I’ve met. And that’s logical, because to be professional, but inefficient… well, that doesn’t make sense. ITIL provides a framework for IT Service Management...
ITIL/ISO 20000: What is the job of the Change Manager?
Did you know that changes make up a significant source of new incidents? Sure, here I mean unsuccessful or poorly...
Did you know that changes make up a significant source of new incidents? Sure, here I mean unsuccessful or poorly made changes. Actually, no one likes them, neither the business nor IT. A newly created...
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....
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...
