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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 (free) judgement. ISO 20000 is not an exception – there is a direct requirement related to personnel (involved in the SMS – Service Management System) competence. Further on, skilled personnel …

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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 – I have to tell you that real life looks much different. ITIL covers a wide area in the life of an IT service, and so do the consultant’s activities. A career …

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How much does the ITIL/ISO 20000 implementation cost?

How much does the ITIL or ISO 20000 implementation cost? This certainly belongs as one of the most interesting questions related to the implementation – particularly for your management. But, it’s also the most unpleasant one. Why is that so? It’s because the answer to that question is one in which no …

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What resources are needed to maintain your ISO 20000-based SMS?

Most implementations (whether they be something in your private life or in your professional one) begin with an idea. Actually, a good idea can be an important distinguishing factor for a successful implementation. But, experience has shown that an idea is not enough – resources are needed to make any …

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SMS Policy – How to create it according to ISO 20000

Topics like management and strategy have a special “place” in IT, but pretty often – they don’t belong among anyone’s favorite topics. Sure, management of the IT organization is deeply involved in the above-mentioned topics, but everyone else… well, try to talk to the operating personnel (who make up the …

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Improvements in ISO 20000 vs. CSI in ITIL

Everything can be better; both ISO 20000 and ITIL are aware of and strongly promote this fact. Take it to your personal level. How many details in your personal or professional life have you already improved? Most probably – many of them. Working on improvements continually? You are right – …

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How to use the ITIL CSI approach to improve your services

Improvements are quite sensible things. First of all, effort (sometimes significant) needs to be invested in order to detect and start an improvement initiative. Secondly, once you have the improvement defined, it’s important that there is a process in place that will implement that initiative – a managed process. In …

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How to create an ISO 20000 internal audit checklist

Implementation and management of an ISO 20000-based Service Management System (SMS) has many challenges. But, sooner or later, organizations overcome them. One element of the SMS that companies must always keep their eyes on is the internal audit. Since the SMS encompasses IT services from their design and creation (i.e., …

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What is the role of the Service Asset and Configuration Manager according to ITIL/ISO 20000?

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 ITIL / ISO 20000 trainings and consulting projects, and I have to admit that many people share …

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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 of your daily activities. This means, from a practical point of view, that your customers will judge you (as an IT service provider) based mostly (because there are a few …

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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 principles, communication is a tool you could, or better to say – should, exploit to its maximum. Being prepared, i.e., having clear rules can be of great help. ISO 20000 is …

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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 professional, but inefficient… well, that doesn’t make sense. ITIL provides a framework for IT Service Management (ITSM) excellence, i.e., efficiency. Change Management is one of the most important processes within the …

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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 made changes. Actually, no one likes them, neither the business nor IT. A newly created incident is one of the consequences (a tangible one) of such changes, but frustration, the …

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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. If you just started reading the ISO 20000 standard’s requirements, it may seems that you will be busy with producing documents for some time. Maybe you will, but that’s also …

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ITIL & ISO 20000
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