You understand what needs to be done; you’ve organized yourself; prepared the required information; and communicated the project plan to key stakeholders in your business. There’s only one step left: implementation.
Implementation of the ITIL processes, i.e., functions requires proper planning in order to be fully functional once support for live services starts. So, every process needs documentation to describe its purpose, activities, roles, and measurement…
In the past, there were two main routes to gaining ITIL and ISO 20000. Piece together the documents and information needed from a variety of sources, or hire a consultant for hand-holding through the process. The former option was cheaper, but often…
Diagram that shows the ISO 20000 implementation process, from the initiation of the project all the way to the certification.
In this case study we’re looking at a company in the IT industry. Our resident ITIL and ISO 20000 expert, Branimir Valentic, was a part of the implementation team that worked with this company.
This document is intended for IT Professionals who are deciding on how to implement IT Service Management in their organization. It describes similarities and differences between ITIL 2011 and ISO/IEC 20000, briefly describing mapped processes.
In this case study we will look at a telecommunications company and how the implementation of ITIL best practice has benefited their business.