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ITIL and ISO/IEC 20000 History: Parallel Worlds
I was interested in the origins of ITIL and ISO 20000, and began looking it up on the internet and...
I was interested in the origins of ITIL and ISO 20000, and began looking it up on the internet and in literature. There are bits and pieces of info here and there, rumors and info...
Taking care of relationships with ISO 20000
On occasion, you probably have thought about the complexity of personal relationships (with friends, with your family, with your spouse),...
On occasion, you probably have thought about the complexity of personal relationships (with friends, with your family, with your spouse), but have you thought about the complexity that exists in business relationships? The elements involved...
How to avoid unsatisfied customers by managing problems and incidents according to ISO 20000
As you can imagine, it is an absolute truth that there is no perfect service, and an anomaly always arises...
As you can imagine, it is an absolute truth that there is no perfect service, and an anomaly always arises that prevents us from providing the service properly. At this point it is important to...
Using ISO 20000 to control IT services
If we want to improve our service, we have to control it; otherwise, we will come dangerously close to chaos....
If we want to improve our service, we have to control it; otherwise, we will come dangerously close to chaos. The question here is: How can we control it? With processes! The ISO/IEC 20000 has...
ISO/IEC 20000 Service Delivery processes – The basis for IT management
In this blog post, I will speak about the first group of processes of the ISO/IEC 20000: Service Delivery Group,...
In this blog post, I will speak about the first group of processes of the ISO/IEC 20000: Service Delivery Group, because if you want to learn ISO 20000 we have to analyze its structure in...
ISO 20000 – The perfect way to improve IT services
In the Information Society in which we live there are many companies that provide IT services, but does every company...
In the Information Society in which we live there are many companies that provide IT services, but does every company care about customer satisfaction? In theory, everyone but the client knows that is not always...