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What Should You Do First?

ITIL Gap Analysis Tool

While performing daily IT Service Management activities i.e. supporting your users, maintaining the services…etc. you are performing activities which are part of your internal processes. How efficient are they? Is something missing? What is the best practice?

ISO 20000 Gap Analysis Tool

The ISO 20000 Gap Analysis Tool can be used to check your organizations conformability with ISO 20000 requirements. Through a series of easy-to-answer questions you’ll get a concrete understanding.

Applicability of ITIL divided by industry

The list of most common issues ITIL implementation addresses. Some of the issues are typical for particular industry, but that doesn’t mean that it is not found i.e. applicable to other industries.

Applicability of ISO 20000 divided by industry

Depending on the industry you are in, ISO 20000 can help you address various issues. Check this matrix and compare with your own situation, or get a few ideas on which issues you can address with ISO 20000 implementation.

What are your first steps?

Before you can move forward with ITIL or ISO 20000, you first need to understand where you are in the process . You may be at the very beginning with questions such as: can ITIL and ISO 20000 help you in relation to specific circumstances in your company?

Or you may already be much further down the road. Stage one helps you define your position clearly and simply (so you know what to do next).

Case studies & White papers

ITIL vs. ISO/IEC 20000: Similarities and Differences & Process Mapping (PDF)

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.

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ITIL implementation in your IT organization (PDF)

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.

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How online tools are revolutionizing ITIL and ISO 20000 implementation (PDF)

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..

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Implementing ITIL in a telecommunications company (PDF)

In this case study we will look at a telecommunications company and how the implementation of ITIL best practice has benefited their business.

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Detailed guidance with our ITIL and ISO 20000 Blog

Defining roles and responsibilities for ISO 20000-based IT Service Management

If you’ve ever had a chance to run a project or an organizational unit, I’m sure you remember usual confusion with who is doing what. Many tasks need to be completed and a lot of people are involved who need to get the results that are expected, so you had ...Read more

What are the content and purpose of the ISO 20000 SMS Plan?

Most probably, you have heard the saying that every journey begins with one first step. If you are implementing an ISO 20000-based Service Management System (SMS), the first step (or, certainly, one of the first) would be to make a plan for the SMS. Here I don’t mean a Project Plan ...Read more

Overcoming the 3 key challenges of ISO 20000 implementation in SMEs

Implementing an ISO 20000-based Service Management System (SMS) brings many changes to a company’s everyday life. It affects almost all employees involved in delivering IT services, as well as the services themselves. There are many benefits an organization can gain with an ISO 20000 certification, but many challenges, as well. ...Read more

7 effective strategies to gain employee buy-in for ISO 20000 implementation

Every change in someone’s life causes stress, be it in private life or in business. But, if you really need to do something, it’s important that the people involved cooperate. That’s also valid for Service Management System (SMS) implementation based on the ISO 20000 standard. Once the decision (to implement ...Read more

8 crucial activities to maintain the ISO 20000-based SMS after the certification audit

It would be wrong to claim that implementing an ISO 20000-based Service Management System (SMS) is an easy job. Quite the contrary – it could be quite a complex project. But, implementing the SMS is (a kind of) one-time job, but that’s not the end of the story. What you ...Read more

Elements of testing and reporting of the ITIL/ISO 20000 IT Service Continuity Plan

As with many other situations in life, so it is in IT Service Management (ITSM) – no one asks too many “What if?” questions until something actually happens. But, once it does – the company needs to be ready. You need an action plan in case of disruptive events. Both ...Read more

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