ISO 20000 internal audit – What is it and why is it important?
Branimir Valentic
Once implemented, ISO 20000 sets requirements in order to continually improve your SMS (Service Management System). And, this is a...
Once implemented, ISO 20000 sets requirements in order to continually improve your SMS (Service Management System). And, this is a never-ending story. But, to start improvements (or, sometimes, corrections), you need to start somewhere. The...
Who are the stakeholders and what is their importance in ITIL-based IT Service Management?
Quite often I notice, during discussions about ITIL-based IT Service Management (ITSM), the mention of stakeholders. Although some people use...
Quite often I notice, during discussions about ITIL-based IT Service Management (ITSM), the mention of stakeholders. Although some people use it as a buzzword, those who know what it means – they know it’s quite...
What’s needed for successful ISO 20000 certification of your company?
Once you decide to implement ISO 20000, the focus is on the certification date (which is, most probably, the most critical...
Once you decide to implement ISO 20000, the focus is on the certification date (which is, most probably, the most critical moment in the ISO 20000 implementation lifecycle). For that milestone your SMS (Service Management System) has...
How to choose an ITIL/ISO 20000 Incident Manager: 5 main characteristics
If you take a look at ITIL, there will be hardly any details about people who should be responsible for the...
If you take a look at ITIL, there will be hardly any details about people who should be responsible for the processes or functions while you implement them. OK, ITIL defines some responsibilities, whereas ISO 20000...
5 biggest challenges while setting up the Incident Management process
Incident management is always “hot stuff” in IT Service Management (ITSM). While reading ITIL literature you will notice many elements that...
Incident management is always “hot stuff” in IT Service Management (ITSM). While reading ITIL literature you will notice many elements that need to be considered. But, one of the fundamental issues (not emphasized enough) is –...
What should be on the SMS management review agenda according to ISO 20000?
There are a lot of people interested in the Service Management System (SMS) based on ISO 20000. But, there are...
There are a lot of people interested in the Service Management System (SMS) based on ISO 20000. But, there are also a lot of people who don’t like meetings. I understand them, but there is...
