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How personal certificates can help your company’s IT Service Management

Like with many segments in business, IT Service Management (ITSM) is not an excuse – knowledge of your people makes a (significant) difference. I have seen, many times, companies that struggle with personal certificates for their people (or candidates for the job). Is it necessary to have that certificate? And …

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Do you need an IT Service Manager for ITIL/ISO 20000?

No matter whether you are implementing (some of) the ITIL processes/functions or an ISO 20000-based Service Management System (SMS), IT Service Management (ITSM) is a discipline that includes organizational capabilities that use available resources to deliver services to your customer(s). Maybe it sounds complex, but see it from a management point …

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How to find clients for your ITIL/ISO 20000 consultancy

Although some people have excellent expert knowledge in the ITIL or ISO 20000 areas, that doesn’t guarantee that they will be successful in business. Why? It’s because if they don’t know how to sell those skills – i.e., find clients – what’s the point? There will be someone with more …

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ISO 20000 Customer Portfolio – A perfect overview of all IT services provided

For some of you it may sound strange, but in my experience, many people in IT Service Management (ITSM), while implementing ISO 20000, have issues with the Business Relationship Management (BRM) process. BRM is certainly not one of the operational processes, and that’s usually the source of the problems. ISO …

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ITIL/ISO 20000 Service Level Requirements – Ensure you deliver what the customer asked for

It’s probably happened more than once: an IT service achieves Go-Live maturity, only for you to figure out that it’s not what the customer asked for. That’s bad news. The good news is that it could have been the customer who discovered that, instead of you. Whatever the case is …

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How to manage service management records according to ISO 20000

Have you ever been in a situation when you had to make a decision, but you had almost no information? Sooner or later, each one of us gets into such a situation in our lifetime. You trust your feelings, and … whatever will be, will be. Decisions on managing an …

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What is the purpose of the internal audit report in ISO 20000?

Most of us like to know when we did something well. It’s even better if it comes in writing. On the other side, if something is not as it should be – there are a lot of arguments as to why it needs to be documented. It’s the same with …

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Managing Service Requests in ITIL/ISO 20000 using the Service Request record

Once, when I started working for a multinational company, I needed my laptop to be installed. The first issue was that there was only kind of (meaning – with very narrow functionality) a Service Desk. Once I reached them, reported my request – the long wait started. Every time I …

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ITIL/ISO 20000 supplier performance report – The moment of truth

Suppliers can be a great help. For example, there are probably areas of expertise that you need, but you don’t have them. It’s logical to look elsewhere for them, i.e., to find someone who has them. On the other side, if your suppliers are not performing well, that means additional …

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How to make your ITIL/ISO 20000 Problem Management more effective with a Problem Record

What I have witnessed many times is that SLAs (Service Level Agreements) define incident handling, including incident resolution time. That is OK until you face two opposing views – customers and service delivery, i.e., maintenance people (usually represented by the Service Level Manager). What happens is that once the incident …

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ITIL Underpinning Contract vs. ISO 20000 Supplier Contract – Similarities and differences

Most of the clients I work with are focused on their customers and the services they deliver to them. Accordingly, I always receive a bunch of questions related to the Service Level Agreement (SLA; i.e., the contract an organization has with its customers), which is reasonable. But, what I often …

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Which questions will the ISO 20000 certification auditor ask?

Starting an ISO 20000 implementation, and the implementation itself, usually require a lot of effort and resources inside the company. I would add – a lot of hassle and stress, too. And, once you are finished, a new issue is in front of you – the certification audit. Eyes wide open, …

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How to choose the best consultant for your ITIL/ISO 20000 implementation

Can you remember a situation when you “hit a wall” and didn’t have a clue what to do next? So many options, but which is the right one? What to do next? Making the right decision could mean the success or failure of your implementation, and highly influence your future …

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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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Branimir Valentic
Lead ITIL/ISO 20000 Expert, Advisera

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