ISO 20000 Incident and Service Request Management – Increasing efficiency with information flow
Branimir Valentic
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...
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...
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...
How to structure ISO 20000 documentation
Many people identify ISO standards with a bunch of documents. Well, I have to admit that I understand that concern....
Many people identify ISO standards with a bunch of documents. Well, I have to admit that I understand that concern. If you just started reading the ISO 20000 standard’s requirements, it may seems that you...
12 steps for ISO 20000 implementation
If you dig into the content of ISO 20000-1 (requirements for the Service Management System, i.e., SMS), questions will start...
If you dig into the content of ISO 20000-1 (requirements for the Service Management System, i.e., SMS), questions will start to pop up. And, maybe one of the most interesting ones is certainly “How to...
How much does ISO 20000 implementation cost?
Starting any project can’t go without many questions asked. ISO 20000 is not an exception. One of the mandatory questions, and...
Starting any project can’t go without many questions asked. ISO 20000 is not an exception. One of the mandatory questions, and among the first ones to ask, is – “How much does it cost?” Management is...
