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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

How personal certificates can help your company’s IT Service Management

Like with many segments in business, IT Service Management (ITSM) is not an excuse – knowledge of your people makes a (significant) difference. I have seen, many times, companies that struggle with personal certificates for their people (or candidates for the job). Is it necessary to have that certificate? And ...Read more

Do you need an IT Service Manager for ITIL/ISO 20000?

No matter whether you are implementing (some of) the ITIL processes/functions or an ISO 20000-based Service Management System (SMS), IT Service Management (ITSM) is a discipline that includes organizational capabilities that use available resources to deliver services to your customer(s). Maybe it sounds complex, but see it from a management point ...Read more

How to find clients for your ITIL/ISO 20000 consultancy

Although some people have excellent expert knowledge in the ITIL or ISO 20000 areas, that doesn’t guarantee that they will be successful in business. Why? It’s because if they don’t know how to sell those skills – i.e., find clients – what’s the point? There will be someone with more ...Read more

ISO 20000 Customer Portfolio – A perfect overview of all IT services provided

For some of you it may sound strange, but in my experience, many people in IT Service Management (ITSM), while implementing ISO 20000, have issues with the Business Relationship Management (BRM) process. BRM is certainly not one of the operational processes, and that’s usually the source of the problems. ISO ...Read more

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 not what the customer asked for. That’s bad news. The good news is that it could have been the customer who discovered that, instead of you. Whatever the case is ...Read more

How to manage service management records according to ISO 20000

Have you ever been in a situation when you had to make a decision, but you had almost no information? Sooner or later, each one of us gets into such a situation in our lifetime. You trust your feelings, and … whatever will be, will be. Decisions on managing an ...Read more

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