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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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Process to obtain ISO/IEC 20000 certification: Companies and individuals

Certification of companies For an Organization to obtain the ISO/IEC 20000 certification, it has to engage the services of a Certification Body. Well, what is a Certification Body? Is a company that is responsible for providing certificates to companies that request their services and comply with the requirements of the …

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Taking care of relationships with ISO 20000

On occasion, you probably have thought about the complexity of personal relationships (with friends, with your family, with your spouse), but have you thought about the complexity that exists in business relationships? The elements involved in both are the same – people, and although the objectives of each one are …

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How to avoid unsatisfied customers by managing problems and incidents according to ISO 20000

As you can imagine, it is an absolute truth that there is no perfect service, and an anomaly always arises that prevents us from providing the service properly. At this point it is important to note that if we have committed contractually with our customer to offer a quality service …

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Using ISO 20000 to control IT services

If we want to improve our service, we have to control it; otherwise, we will come dangerously close to chaos. The question here is: How can we control it? With processes! The ISO/IEC 20000 has a set of three processes for controlling our service: Configuration Management, Change Management and Release …

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ISO/IEC 20000 Service Delivery processes – The basis for IT management

In this blog post, I will speak about the first group of processes of the ISO/IEC 20000: Service Delivery Group, because if you want to learn ISO 20000 we have to analyze its structure in detail. To understand all processes, you need to have in mind that a process performs …

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ISO 20000 – The perfect way to improve IT services

In the Information Society in which we live there are many companies that provide IT services, but does every company care about customer satisfaction? In theory, everyone but the client knows that is not always true, and clients are becoming ever more demanding. What can we do to satisfy our …

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