Do you need an IT Service Manager for ITIL/ISO 20000?
Branimir Valentic
No matter whether you are implementing (some of) the ITIL processes/functions or an ISO 20000-based Service Management System (SMS), IT Service...
No matter whether you are implementing (some of) the ITIL processes/functions or an ISO 20000-based Service Management System (SMS), IT Service Management (ITSM) is a discipline that includes organizational capabilities that use available resources to deliver...
How to find clients for your ITIL/ISO 20000 consultancy
Although some people have excellent expert knowledge in the ITIL or ISO 20000 areas, that doesn’t guarantee that they will...
Although some people have excellent expert knowledge in the ITIL or ISO 20000 areas, that doesn’t guarantee that they will be successful in business. Why? It’s because if they don’t know how to sell those...
ITIL/ISO 20000 Service Level Requirements – Ensure you deliver what the customer asked for
It’s probably happened more than once: an IT service achieves Go-Live maturity, only for you to figure out that it’s...
It’s probably happened more than once: an IT service achieves Go-Live maturity, only for you to figure out that it’s not what the customer asked for. That’s bad news. The good news is that it...
Managing Service Requests in ITIL/ISO 20000 using the Service Request record
Once, when I started working for a multinational company, I needed my laptop to be installed. The first issue was...
Once, when I started working for a multinational company, I needed my laptop to be installed. The first issue was that there was only kind of (meaning – with very narrow functionality) a Service Desk....
ITIL/ISO 20000 supplier performance report – The moment of truth
Suppliers can be a great help. For example, there are probably areas of expertise that you need, but you don’t...
Suppliers can be a great help. For example, there are probably areas of expertise that you need, but you don’t have them. It’s logical to look elsewhere for them, i.e., to find someone who has...
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...
