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ISO-20000-ITIL-blog

Tag: “customer”

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...
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...
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...
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...
What is the job of the Service Desk Manager?
If you think about jobs in IT, many of you would think about technical, routine tasks and spending time in...
If you think about jobs in IT, many of you would think about technical, routine tasks and spending time in front of various terminals. Well, for many of the jobs – this interpretation could be...
Is it possible to calculate ROI for ITIL?
Let’s be honest – IT people and financials don’t like each other. One would say – two separate worlds. Actually,...
Let’s be honest – IT people and financials don’t like each other. One would say – two separate worlds. Actually, it is so. Different data and different kinds of activities equal different mindsets.  We could...
How ITIL can help reduce the gap between customers and the IT department
I have witnessed a situation where an IT department designed and implemented a service that they find useful and functional....
I have witnessed a situation where an IT department designed and implemented a service that they find useful and functional. And, no one else. The result was that resources were spent, service was implemented, but...
5 benefits of ITIL Change Management implementation
While growing and gathering know-how, IT service providers get more knowledgeable and experienced. That means performing the same job in...
While growing and gathering know-how, IT service providers get more knowledgeable and experienced. That means performing the same job in less time, using less effort, and with greater efficiency. Many processes, i.e., activities are growing...