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ISO-20000-ITIL-blog

Tag: “incident”

What is the role of the Service Asset and Configuration Manager according to ITIL/ISO 20000?
From the questions that I get, I have a feeling that many of you see Service Asset and Configuration Management...
From the questions that I get, I have a feeling that many of you see Service Asset and Configuration Management (SACM) as complicated. I have to tell you that you are not alone. I do...
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...
Post Implementation Review – Buzzword, or mighty tool?
I remember this situation of one of my clients: change was implemented and the spotlight shifted to Incident Management (you...
I remember this situation of one of my clients: change was implemented and the spotlight shifted to Incident Management (you guessed it – resolving incidents that arose as a consequence of the change). It’s not...
ITIL and ISO 20000 Problem Management – Organizing for problem resolution
Remember this situation? You’re running Windows. The blue screen forces you to reboot your PC. And then it happens again....
Remember this situation? You’re running Windows. The blue screen forces you to reboot your PC. And then it happens again....
Incident Record – you can’t live without it
The Incident Record is a record about all activities and details related to an incident. Very often, the wording “Incident...
The Incident Record is a record about all activities and details related to an incident. Very often, the wording “Incident Ticket” is used. We are talking about the recording of all activities and details related...