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ITIL & ISO 20000 Blog

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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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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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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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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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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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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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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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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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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Tips and tricks for using the ITIL standard change mechanism

Every now and then, there is a need to make an easy, minor change. For instance, most people (be it a user, or someone from the IT Service Management (ITSM) team) don’t consider resetting a password to be a – change. But, according to ITIL – it is. To dive deeper, …

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What is the remediation procedure and back-out in the ITIL/ISO 20000 Change Management process?

Changes to IT services fall in the category of common activities. No matter how efficient the Change Management process is, it’s no secret that mistakes happen during change implementation. Some occur for good reason, while some mistakes are hardly explainable. That puts greater significance on the efficiency of the Change …

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What is an ITIL/ISO 20000 Release and Deployment Plan?

Maybe you have heard the proverb saying that preparation is half the battle. The same is true for release and deployment of new service, or changes to existing service. The point is that the IT services we use today are rising in complexity. Once we start using them, it’s hard …

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How to make your investment in ISO 20000/ITIL profitable

It’s not a secret that IT has become a very expensive “toy” these days. So, whatever you do in IT is put under a microscope, and everyone expects to see a return on this investment. ITIL and/or ISO 20000 implementation is not an excuse. Quite the contrary, when you present your …

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IT Service Continuity Plan – Why do you need it?

Most of the mid-size and large companies I work with have financial planning. That includes their monetary expenditures in the planning period (usually for the next 1-3 years), human resources, assets, projects, income … But, I rarely found that those same organizations planned the continuity of their IT services. Even …

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Branimir Valentic
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