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Service Management System Review – Does it really matter?
So, you have implemented a Service Management System (SMS) according to ISO/IEC 20000. You wonder – does anyone care? “Anyone”...
So, you have implemented a Service Management System (SMS) according to ISO/IEC 20000. You wonder – does anyone care? “Anyone” means your superior. Try, just for few moments, to put yourself in your CIO’s shoes:...
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....
Design and transition of new or changed services in ISO 20000
I would like to quickly address an interesting set of requirements under 5. Design and transition of new or changed...
I would like to quickly address an interesting set of requirements under 5. Design and transition of new or changed services in ISO/IEC 20000. This chapter deals with changes of an existing service pool, a...
ITIL Customer satisfaction – Design driven by outcomes
Any service provider strives to be a “customer-oriented” business. This means that not only are you fulfilling a customer’s needs,...
Any service provider strives to be a “customer-oriented” business. This means that not only are you fulfilling a customer’s needs, but you must take that customer’s entire experience into account when providing a service. A...
Why ISO/IEC 20000: Reasons to certify
When we consider the implementation of best practices and standards in service management, the first thing we have to consider...
When we consider the implementation of best practices and standards in service management, the first thing we have to consider is the motive....
ITIL and ISO 20000 – 2013 year in review and what to expect in 2014
Maybe it’s not that common to write a review of events within the ITIL and ISO 20000 domain, but there...
Maybe it’s not that common to write a review of events within the ITIL and ISO 20000 domain, but there are some interesting topics worth mentioning. The fact is that ITIL particularly, but ISO 20000...