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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

ITIL/ISO 20000 supplier performance report – The moment of truth

Suppliers can be a great help. For example, there are probably areas of expertise that you need, but you don’t have them. It’s logical to look elsewhere for them, i.e., to find someone who has them. On the other side, if your suppliers are not performing well, that means additional ...Read more

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 is OK until you face two opposing views – customers and service delivery, i.e., maintenance people (usually represented by the Service Level Manager). What happens is that once the incident ...Read more

ITIL Underpinning Contract vs. ISO 20000 Supplier Contract – Similarities and differences

Most of the clients I work with are focused on their customers and the services they deliver to them. Accordingly, I always receive a bunch of questions related to the Service Level Agreement (SLA; i.e., the contract an organization has with its customers), which is reasonable. But, what I often ...Read more

Which questions will the ISO 20000 certification auditor ask?

Starting an ISO 20000 implementation, and the implementation itself, usually require a lot of effort and resources inside the company. I would add – a lot of hassle and stress, too. And, once you are finished, a new issue is in front of you – the certification audit. Eyes wide open, ...Read more

How to choose the best consultant for your ITIL/ISO 20000 implementation

Can you remember a situation when you “hit a wall” and didn’t have a clue what to do next? So many options, but which is the right one? What to do next? Making the right decision could mean the success or failure of your implementation, and highly influence your future ...Read more

How to perform ISO 20000 training and awareness

Although training belongs among the logical activities in every contemporary organization, ISO standards don’t leave that topic to the organization’s (free) judgement. ISO 20000 is not an exception – there is a direct requirement related to personnel (involved in the SMS – Service Management System) competence. Further on, skilled personnel ...Read more

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