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ISO-20000-ITIL-blog

Tag: “Incidents”

How to make your ITIL/ISO 20000 Problem Management more effective with a Problem Record
What I have witnessed many times is that SLAs (Service Level Agreements) define incident handling, including incident resolution time. That...
What I have witnessed many times is that SLAs (Service Level Agreements) define incident handling, including incident resolution time. That is OK until you face two opposing views – customers and service delivery, i.e., maintenance...
ITIL/ISO 20000: What is the job of the Change Manager?
Did you know that changes make up a significant source of new incidents? Sure, here I mean unsuccessful or poorly...
Did you know that changes make up a significant source of new incidents? Sure, here I mean unsuccessful or poorly made changes. Actually, no one likes them, neither the business nor IT. A newly created...