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ISO-20000-ITIL-blog

Tag: “Incident Management”

ISO 20000 Incident and Service Request Management – Increasing efficiency with information flow
Once your service is in the live environment, the Incident and Service Request Management process will count for the majority...
Once your service is in the live environment, the Incident and Service Request Management process will count for the majority of your daily activities. This means, from a practical point of view, that your customers...
Does ISO 20000 guarantee excellence in IT service delivery?
It’s easy to talk to the people who are familiar with ISO standards, i.e., their purpose and pros & cons...
It’s easy to talk to the people who are familiar with ISO standards, i.e., their purpose and pros & cons of the implementation. But, let’s be honest – such people are the minority. There are...
What’s the content of an ITIL/ISO 20000 SLA?
Once your IT service is in the live environment – that’s when your service’s “adult life” begins; i.e., it’s time...
Once your IT service is in the live environment – that’s when your service’s “adult life” begins; i.e., it’s time to see how good (or bad) the service is. Users will start using it and...
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 –...
How to resolve the problem ticket/record according to ITIL/ISO 20000
How many times have you heard: “It happened again”? In that moment, everyone (and particularly management) on the IT Service...
How many times have you heard: “It happened again”? In that moment, everyone (and particularly management) on the IT Service Management (ITSM) team wished that the real cause of the incident had been found and...