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...
5 biggest challenges while setting up the Incident Management process
Incident management is always “hot stuff” in IT Service Management (ITSM). While reading ITIL literature you will notice many elements that...
Incident management is always “hot stuff” in IT Service Management (ITSM). While reading ITIL literature you will notice many elements that need to be considered. But, one of the fundamental issues (not emphasized enough) is –...
ITIL training – Why would a company invest money into it?
Sometimes, while talking to people from the IT industry and discussing ITIL – I notice the same pattern once we get to...
Sometimes, while talking to people from the IT industry and discussing ITIL – I notice the same pattern once we get to the training topic. Those who are familiar with ITIL, and are aware of the benefits...
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...
