How to choose an ITIL/ISO 20000 Incident Manager: 5 main characteristics
Branimir Valentic
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...
What should be on the SMS management review agenda according to ISO 20000?
There are a lot of people interested in the Service Management System (SMS) based on ISO 20000. But, there are...
There are a lot of people interested in the Service Management System (SMS) based on ISO 20000. But, there are also a lot of people who don’t like meetings. I understand them, but there is...
Who is your ideal ITIL/ISO 20000 Service Level Manager?
Having the right person in the right position is one of the goals of management. And that’s logical – incompetent...
Having the right person in the right position is one of the goals of management. And that’s logical – incompetent people lead to poor results, and every manager gives his best to avoid that. But,...
What is the relationship between Service Level Management and the Service Catalogue in ISO 20000?
Since ISO 20000 is not (directly) organized in the service lifecycle, like ITIL, Service Level Management (SLM) is where “the story” about...
Since ISO 20000 is not (directly) organized in the service lifecycle, like ITIL, Service Level Management (SLM) is where “the story” about delivering IT services begins. That gives the service provider an opportunity to make official which...
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...
How to overcome barriers while implementing the Service Catalogue according to ITIL
Service Catalogue… it’s always an interesting, but controversial topic. There are many different ideas and views on the topic. It’s...
Service Catalogue… it’s always an interesting, but controversial topic. There are many different ideas and views on the topic. It’s hard to say which one of them is right and which is wrong. And, that’s...
