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- Books
PREPARING FOR ISO CERTIFICATION AUDIT: A PLAIN ENGLISH GUIDE
In this book Dejan Kosutic, an author and experienced ISO consultant, is giving away his practical know-how on preparing for ISO certification audits. No matter if you are new or experienced in the field, this book gives you everything you will ever need to learn more about certification audits.
Managing ISO Documentation: A Plain English Guide
In this book Dejan Kosutic, an author and experienced ISO consultant, is giving away his practical know-how on managing documentation. No matter if you are new or experienced in the field, this book gives you everything you will ever need to learn on how to handle ISO documents.
Preparations for the ISO Implementation Project: A Plain English Guide
In this book Dejan Kosutic, an author and experienced ISO consultant, is giving away his practical know-how on preparing for ISO implementation. No matter if you are new or experienced in the field, this book gives you everything you will ever need to learn about preparations for ISO implementation projects.
ISO Internal Audit: A Plain English Guide
In this book Dejan Kosutic, an author and experienced ISO consultant, is giving away his practical know-how on ISO internal audits. No matter if you are new or experienced in the field, this book gives you everything you will ever need to learn and more about internal audits.
Download free ITIL & ISO 20000 materials
LATEST FREE RESOURCES
How to perform an internal audit using ISO 19011
White paper, PDF format
This white paper is intended for companies that need to perform an internal audit as part of their ISO 20000 management system. Learn how ISO 19011 can help you, and read about principles of auditing, auditor characteristics, and steps for internal auditing according to this standard.
Click to download
What to expect at the ISO certification audit: What the auditor can and cannot do
White paper, PDF format
This white paper is intended for CISOs and consultants in companies which already implemented quality standard(s) and need guidance on what to expect at the ISO certification audit.
Click to download
How can ISO 20000 help your business grow?
White paper, PDF format
This white paper is intended for decision makers, IT Service Managers, consultants and other employees in companies that haven’t yet implemented ISO/IEC 20000-1:2018. This helpful document gives an overview of benefits that the implementation of the new standard ISO/IEC 20000-1:2018 can bring for business.
Click to download
ISO 20000 awareness presentation
Presentation, MS PowerPoint template
Short presentation intended for employees that shows what ISO 20000 is all about, the benefits for the company, and the employee’s role in handling quality management aspects.
Click to downloadITIL & ISO 20000 White papers (13)
How to perform an internal audit using ISO 19011
White paper, PDF format
This white paper is intended for companies that need to perform an internal audit as part of their ISO 20000 management system. Learn how ISO 19011 can help you, and read about principles of auditing, auditor characteristics, and steps for internal auditing according to this standard.
Click to downloadWhat to expect at the ISO certification audit: What the auditor can and cannot do
White paper, PDF format
This white paper is intended for CISOs and consultants in companies which already implemented quality standard(s) and need guidance on what to expect at the ISO certification audit.
Click to downloadHow can ISO 20000 help your business grow?
White paper, PDF format
This white paper is intended for decision makers, IT Service Managers, consultants and other employees in companies that haven’t yet implemented ISO/IEC 20000-1:2018. This helpful document gives an overview of benefits that the implementation of the new standard ISO/IEC 20000-1:2018 can bring for business.
Click to download
How to Budget an ISO 20000 Implementation Project
White paper, PDF format
Implementing a project like ISO 20000 can be costly if you do not budget in advance. This white paper aims to help you budget effectively, and prevent any unnecessary expenses from occurring. Not only will you learn budgeting benefits and tips, but also how different implementation options can impact your overall budget.
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Implementing ISO 20000 with a consultant vs. DIY approach
White paper, PDF format
When implementing ISO 20000 you may find it daunting deciding which method to follow. This white paper outlines the pros and cons of both going it alone, and hiring a consultant. It offers detail on both techniques, helping you make an informed decision as to which is the most suitable approach for your business.
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Checklist of Mandatory Documentation Required by ISO/IEC 20000-1:2011
White paper, PDF format
Knowing what documents and records are necessary for ISO/IEC 20000-1:2011 can be confusing. This white paper clarifies exactly what documentation you need, as well as outlining non-mandatory documents that are commonly used. It also offers help on structuring these documents, in a straightforward and easy-to-follow format.
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ISO/IEC 20000-1:2011 vs. ISO 9001:2015 matrix
White paper, PDF format
A Service Management System based on ISO/IEC 20000-1:2011 uses more detailed and industry-specific requirements, which are also included in the ISO 9001:2015 QMS, although with a more generic approach. Use this matrix to understand how both standards complement each other and learn how to implement them much more quickly and easily together.
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ITIL vs. ISO/IEC 20000: Similarities and Differences & Process Mapping
White paper, PDF format
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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How online tools are revolutionizing ITIL and ISO 20000 implementation
White paper, PDF format
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 ended in failure. The latter was very expensive and resulted in the valuable knowledge and expertise gained from implementation not being retained in the business.
Click to download
ITIL implementation in your IT organization
White paper, PDF format
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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Implementing ITIL in a telecommunications company
White paper, PDF format
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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Applicability of ITIL divided by industry
White paper, PDF format
This is 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.
Click to download
Applicability of ISO 20000 divided by industry
White paper, PDF format
This is the list of most common issues ISO 20000 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.
Click to downloadPresentations (5)
ISO 20000 awareness presentation
Presentation, MS PowerPoint template
Short presentation intended for employees that shows what ISO 20000 is all about, the benefits for the company, and the employee’s role in handling quality management aspects.
Click to download
Project proposal for ITIL implementation
Presentation, MS PowerPoint template
Use this PowerPoint presentation template to present your ITIL project to management with the goal of gaining their approval and getting them “on board”. Show them only essential information so that they understand the why?, how?, when? and what? of the project.
Click to download
Project proposal for ISO 20000-1:2011 implementation
Presentation, MS PowerPoint template
Management likes a clear, understandable and concise set of information. This is the requirement when presenting your ISO 20000 implementation project to them. Use this PowerPoint template to gain their approval and commitment to the project.
Click to download
Project plan for ITIL implementation
Presentation, MS PowerPoint template
This PowerPoint presentation is used to present to the project sponsors project objectives, targeted project results, project risks, mitigation of project risks, milestones, project organization, implementation deadlines, tools and reporting during the ITIL implementation project.
Click to download
Project plan for ISO 20000 implementation
Presentation, MS PowerPoint template
To present your ISO 20000 implementation project to the sponsors and/or other stakeholders, you need to excerpt essential issues from the Project Plan. Use this template to structure your ISO 20000 implementation project presentation.
Click to downloadTemplates (4)
Project Proposal for ITIL Implementation
Template, MS Word format
Management approval is a key milestone when starting an ITIL implementation project. Use this document to prepare yourself for management presentation. Explain reasons for ITIL implementation, purpose of the project, project duration and structure, resources needed and deliverables of the project.
Click to download
Project Proposal for ISO 20000 Implementation
Template, MS Word format
It is hard to believe that starting a project such as ISO 20000 implementation is possible without management approval. Prepare yourself for management presentation by using this document. On the other side, you will gain project oversight as well.
Click to download
Project Plan for Implementation of the ITIL Processes and Functions
Template, MS Word format
The purpose of the Project Plan is to clearly define the objective of the ITIL processes and functions implementation project, documents to be written, deadlines, and roles and responsibilities in the project. The document is used to gain control and increase efficiency of the ITIL implementation project.
Click to download
Project Plan for Implementation of the Service Management System according to ISO/IEC 20000-1
Template, MS Word format
While running the ISO 20000 implementation project, you need to have good oversight and maintain control. This includes milestones, roles and responsibilities…etc. Use this document to structure your ISO 20000 implementation project.
Click to downloadChecklists (8)
List of questions to ask your ISO 20000 certification body
Checklist, MS Word format
With so many different companies to choose from, finding the right ISO 20000 certification body to work with can be confusing. Using the prepared questions outlined in this free list, you can plan in advance exactly what to ask each prospective body.
Click to download
Checklist of recommended ITIL documents for processes and functions
Checklist, PDF format
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. This is a prerequisite for a managed and controlled IT Service Management environment. Once the processes/functions become operational, additional documents will be generated. This list enables you to get a clear picture and understanding of which documents are needed for efficient management of processes and functions according to the ITIL framework.
Click to download
ISO 20000 implementation diagram
Diagram, PDF format
Diagram that shows the ISO 20000 implementation process, from the initiation of the project all the way to the certification.
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ITIL implementation diagram
Diagram, PDF format
Diagram that shows the ITIL implementation process, from the initiation of the project to the implementation of the continual service improvement process.
Click to download
List of questions to ask ITIL consultant
Checklist, MS Word format
Before deciding about engaging consultant for your ITIL project implementation, consider these questions and use them while talking to ITIL consultants.
Click to download
List of questions to ask ISO 20000 consultant
Checklist, MS Word format
Before deciding about engaging consultant for your ISO 20000 project implementation, consider these questions and use them while talking to ISO 20000 consultants.
Click to download
Project checklist for ITIL implementation
Checklist, MS Word format
Implementing any ITIL processes and/or functions requires numerous steps and items. This list will help you not miss anything – i.e., it contains all necessary items for ITIL implementation, and you can use it as reminder so that nothing gets forgotten.
Click to download
Project checklist for ISO 20000 implementation
Checklist, MS Word format
The ISO 20000-1 standard defines what needs to be implemented, but implementation itself includes many steps and items that need to be included in the implementation project. Use this list so that nothing gets forgotten.
Click to downloadBranimir Valentic
Lead ITIL/ISO 20000 Expert
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Learn more about the 20000Academy
20000Academy is one of the Academies of Advisera.com. Advisera specializes in helping organizations implement top international standards and frameworks such as EU GDPR, ISO 27001, ISO 9001, ISO 13485, ISO 14001, ISO 45001, IATF 16949, ISO/IEC 17025, AS9100, ISO 20000 and ITIL. Over the years, Advisera has become a global leader in the provision of web-based training and documentation developed by the leading experts.
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