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ISO-20000-ITIL-blog

Tag: “communication”

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...
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...
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...
How to translate ITIL/ISO 20000 language into business language understandable by your management
Involvement of your management during ITIL or ISO 20000 implementation is – unavoidable. Sometimes you will need a (implementation) project budget and...
Involvement of your management during ITIL or ISO 20000 implementation is – unavoidable. Sometimes you will need a (implementation) project budget and sometimes you will need a sponsor (your “political” patron inside the organization). Whatever the reason,...
ITIL Service Desk types
You can find many articles within this blog regarding Service Desk: Service Desk: single point of contact, Service Desk staff – a...
You can find many articles within this blog regarding Service Desk: Service Desk: single point of contact, Service Desk staff – a window to the IT organization or ITIL Incident Management – How to separate roles at different support...
ITIL Service Level Management – making sure that what you want is what you get
As part of my job responsibilities, I had the opportunity to assess and analyze many different IT organizations. Only a...
As part of my job responsibilities, I had the opportunity to assess and analyze many different IT organizations. Only a few of them have business expectations against the services they provide in written form, and...
Communication inside IT Service Management team – setup of joint vocabulary and criteria
The most known quote in the world: “Houston, we have a problem,” was spoken by Apollo 13’s Commander Jim Lovell....
The most known quote in the world: “Houston, we have a problem,” was spoken by Apollo 13’s Commander Jim Lovell. (Actually, he said, “Houston, we’ve had a problem,” but that’s not what we will discuss...