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ITIL & ISO 20000 Blog

Hugh Shepherd

ITIL 3 vs. ITIL 4 – What has changed and what is new?

ITIL is a well-established IT Service Management (ITSM) framework used globally. Since its introduction, Information Technology (IT) has become a major part of modern business strategy, and digital transformation has introduced new business models that have pushed the need for ITSM to respond to rapid change. An effective IT Service …

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Shrikant Chaphekar

How Skills Framework for Information Age (SFIA) helps ITIL implementation

These days, SFIA is a hot IT topic, and more and more companies successfully combine this framework with ITIL, which was recently revised. In this article, learn why and how to use SFIA and ITIL 4 to get the best from your digital service business. What are ITIL 4 and …

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Antonio Jose Segovia

Infographic: ISO 20000:2011 vs. ISO 20000:2018 revision – What has changed

A lot of companies that have implemented ISO 20000 are worried about the new changes to this standard. But, at the same time, a lot of people were waiting for a new version, because it was the last ISO standard to be aligned with Annex SL (the same structure that …

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Branimir Valentic

Similarities and differences between ISO 27001 and ISO 20000

When I talk to my customers, we often talk about implementation of various ISO standards, and I often hear that ISO 20000 and ISO 27001 are strongly related, they have much in common and, if you have implemented one of them, the other one will be much easier. But, when …

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Branimir Valentic

How to prepare for an ISO 20000 internal audit

An internal audit of your ISO 20000 Information Technology Service Management (ITSM) system is a useful management tool. Properly prepared and managed, the internal audit gives an overview of how the organization – and the IT services it delivers – are set up, managed, and improved. But, after spending months …

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Branimir Valentic

What is the Information Security Policy according to ITIL/ISO 20000?

After years in IT Service Management (ITSM), now I know that the first Information Security Policy that came into my hands was – a miss. It was more like a small book. That document (I wouldn’t even call it a “policy”) contained all that was relevant for information security management. …

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Branimir Valentic

Corrective and Preventive Actions in ISO 20000 – What they are and how to use them

Have you ever thought that, once you finish implementation of the ISO 20000-based Service Management System (SMS), it’s not the end of your activities? SMS (including all processes) will be monitored and you will notice that some parts of the SMS can be improved, or that others don’t fulfill their purpose …

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Branimir Valentic

4 Crucial Techniques for Convincing your top Management to Implement ISO 20000

ISO 20000 does not belong to the most popular standards known to many people in business environment (e.g. ISO 9001, international standard for quality management). That doesn’t mean, however, that it’s not worth implementing. On the contrary, companies active in IT Service Management (ITSM) have many reasons to implement a …

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Branimir Valentic

Defining roles and responsibilities for ISO 20000-based IT Service Management

If you’ve ever had a chance to run a project or an organizational unit, I’m sure you remember usual confusion with who is doing what. Many tasks need to be completed and a lot of people are involved who need to get the results that are expected, so you had …

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Branimir Valentic

What are the content and purpose of the ISO 20000 SMS Plan?

Most probably, you have heard the saying that every journey begins with one first step. If you are implementing an ISO 20000-based Service Management System (SMS), the first step (or, certainly, one of the first) would be to make a plan for the SMS. Here I don’t mean a Project Plan …

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Branimir Valentic

Overcoming the 3 key challenges of ISO 20000 implementation in SMEs

Implementing an ISO 20000-based Service Management System (SMS) brings many changes to a company’s everyday life. It affects almost all employees involved in delivering IT services, as well as the services themselves. There are many benefits an organization can gain with an ISO 20000 certification, but many challenges, as well. …

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Branimir Valentic

7 effective strategies to gain employee buy-in for ISO 20000 implementation

Every change in someone’s life causes stress, be it in private life or in business. But, if you really need to do something, it’s important that the people involved cooperate. That’s also valid for Service Management System (SMS) implementation based on the ISO 20000 standard. Once the decision (to implement …

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Branimir Valentic

8 crucial activities to maintain the ISO 20000-based SMS after the certification audit

It would be wrong to claim that implementing an ISO 20000-based Service Management System (SMS) is an easy job. Quite the contrary – it could be quite a complex project. But, implementing the SMS is (a kind of) one-time job, but that’s not the end of the story. What you …

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Branimir Valentic

Elements of testing and reporting of the ITIL/ISO 20000 IT Service Continuity Plan

As with many other situations in life, so it is in IT Service Management (ITSM) – no one asks too many “What if?” questions until something actually happens. But, once it does – the company needs to be ready. You need an action plan in case of disruptive events. Both …

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