ISO-20000-ITIL-blog

Tag: “SLA”

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...
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...
Is it possible to calculate ROI for ITIL?
Let’s be honest – IT people and financials don’t like each other. One would say – two separate worlds. Actually,...
Let’s be honest – IT people and financials don’t like each other. One would say – two separate worlds. Actually, it is so. Different data and different kinds of activities equal different mindsets.  We could...
How ITIL can help reduce the gap between customers and the IT department
I have witnessed a situation where an IT department designed and implemented a service that they find useful and functional....
I have witnessed a situation where an IT department designed and implemented a service that they find useful and functional. And, no one else. The result was that resources were spent, service was implemented, but...
What’s the content of an ITIL/ISO 20000 SLA?
Once your IT service is in the live environment – that’s when your service’s “adult life” begins; i.e., it’s time...
Once your IT service is in the live environment – that’s when your service’s “adult life” begins; i.e., it’s time to see how good (or bad) the service is. Users will start using it and...
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,...