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ISO-20000-ITIL-blog

Tag: “service”

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...
ITIL Incident Management – How does it influence customer satisfaction?
Satisfied customer will pay your bills. Unsatisfied customers – well, maybe they pay the next one, but certainly not for...
Satisfied customer will pay your bills. Unsatisfied customers – well, maybe they pay the next one, but certainly not for the long term. With that act (not paying the bill, i.e., not using your services...
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...
What are the most common ISO 20000 implementation myths?
Whenever we talk about ISO 20000 implementation, we usually discuss its many benefits. Well, that’s correct and there is nothing wrong...
Whenever we talk about ISO 20000 implementation, we usually discuss its many benefits. Well, that’s correct and there is nothing wrong with that. But, the point is that there are, maybe, even more obstacles, which people...