Main obstacles during ISO 20000 implementation and how to overcome them
There is no doubt – it’s a wonderful feeling once you get the OK for the implementation of a project...
There is no doubt – it’s a wonderful feeling once you get the OK for the implementation of a project you consider important. A lot of enthusiasm, energy and motivated people. Planning is, usually, the...
How ITIL can help reduce the gap between customers and the IT department
I have witnessed a situation where an IT department designed and implemented a service that they find useful and functional....
I have witnessed a situation where an IT department designed and implemented a service that they find useful and functional. And, no one else. The result was that resources were spent, service was implemented, but...
5 benefits of ITIL Change Management implementation
While growing and gathering know-how, IT service providers get more knowledgeable and experienced. That means performing the same job in...
While growing and gathering know-how, IT service providers get more knowledgeable and experienced. That means performing the same job in less time, using less effort, and with greater efficiency. Many processes, i.e., activities are growing...
What’s the content of an ITIL/ISO 20000 SLA?
Once your IT service is in the live environment – that’s when your service’s “adult life” begins; i.e., it’s time...
Once your IT service is in the live environment – that’s when your service’s “adult life” begins; i.e., it’s time to see how good (or bad) the service is. Users will start using it and...
ISO 20000 internal audit – What is it and why is it important?
Once implemented, ISO 20000 sets requirements in order to continually improve your SMS (Service Management System). And, this is a...
Once implemented, ISO 20000 sets requirements in order to continually improve your SMS (Service Management System). And, this is a never-ending story. But, to start improvements (or, sometimes, corrections), you need to start somewhere. The...
Who are the stakeholders and what is their importance in ITIL-based IT Service Management?
Quite often I notice, during discussions about ITIL-based IT Service Management (ITSM), the mention of stakeholders. Although some people use...
Quite often I notice, during discussions about ITIL-based IT Service Management (ITSM), the mention of stakeholders. Although some people use it as a buzzword, those who know what it means – they know it’s quite...