ISO 20000 – Where to Start?

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Branimir Valentic

ISO 20000 – Where to Start?

Best Articles to Start With

What is ISO 20000?

12 steps for ISO 20000 implementation

Process to obtain ISO/IEC 20000 certification: Companies and individuals

Best Tools to Implement and Learn

ISO 20000 Documentation Toolkits

ISO 20000 Webinars

Upcoming Webinar

How to Get Ongoing Consultant Revenue From Clients

Implementation

Main obstacles during ISO 20000 implementation and how to overcome them

Who are the stakeholders and what is their importance in ITIL-based IT Service Management?

Three faces of Capacity Management

IT Operations Management Function in ITIL

ITIL Application Management Lifecycle – within IT Service Lifecycle

Service Operation in ITIL

How to implement ITIL

Known Errors – repetitio est mater studiorum? Not in this case.

ITIL Processes and Functions – the breakdown

SLAs, OLAs and UCs in ITIL and ISO 20000

ITIL Service Provider types – Type I: Internal service provider

Transition planning and support – bridging design and operation

Documentation

List of mandatory documents required by ISO 20000-1 (2018 revision)

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

Service Improvement Plan – For the sake of improvements

Managing Service Requests in ITIL/ISO 20000 using the Service Request record

ITIL Availability Plan – A document you need, but probably don’t have

How to use ITIL to prepare the Service Asset & Configuration Management Plan

SMS Policy – How to create it according to ISO 20000

IT Service Continuity Plan – Why do you need it?

What is an ITIL/ISO 20000 Release and Deployment Plan?

ITIL Capacity Plan – A document you need, but probably don’t have

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

Certification

What’s needed for successful ISO 20000 certification of your company?

Which questions will the ISO 20000 certification auditor ask?

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

ITIL Certification

Why ISO/IEC 20000: Reasons to certify

New ITIL Practitioner Guidance book – what does this mean for your certification and implementation?

ITIL Certification Path – list of all available ITIL trainings, exams and certificates

Internal audit

ISO 20000 internal audit – What is it and why is it important?

How to create an ISO 20000 internal audit checklist

What is the purpose of the internal audit report in ISO 20000?

How to prepare for an ISO 20000 internal audit

Change Management

ITIL/ISO 20000 Request for Change – Your steering wheel throughout the change lifecycle

Change Advisory Board in ITIL – advise, approve or what?

ITIL V3 Change Management – at the heart of Service Management

Design and transition of new or changed services in ISO 20000

What is the remediation procedure and back-out in the ITIL/ISO 20000 Change Management process?

How to measure Change Management efficiency according to ITIL

Tips and tricks for using the ITIL standard change mechanism

5 benefits of ITIL Change Management implementation

How to manage Emergency Changes as part of ITIL Change Management

Change Proposal – Describing a change at a high level

ITIL – Change Evaluation Process

Incident Management

All about Incident Classification

Major Incident Management – when the going gets tough…

ITIL Incident Management – How does it influence customer satisfaction?

Incident resolution and closure: Waiting for the fat lady to sing

ISO 20000 Incident and Service Request Management – Increasing efficiency with information flow

How to choose an ITIL/ISO 20000 Incident Manager: 5 main characteristics

A trip of 1,000 miles begins with the first step – Initial diagnosis of an incident

ITIL Incident Management – How to separate roles at different support levels

How to measure Incident Management efficiency according to ITIL

Incident Record – you can’t live without it

5 biggest challenges while setting up the Incident Management process

Service level

What is the relationship between Service Level Management and the Service Catalogue in ISO 20000?