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WHITE PAPERS (15)

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Steps in the transition process from ISO 20000:2011 to the 2018 revision

This document is intended for service managers, IT managers, and project managers that have implemented ISO 20000, manage the existing version of the standard and need guidance for the transition.
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How to perform an internal audit using ISO 19011

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.
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What to expect at the ISO certification audit: What the auditor can and cannot do

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.
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How can ISO 20000 help your business grow?

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.
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How to Budget an ISO 20000 Implementation Project

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

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 20000-1:2018

Knowing what documents and records are necessary for ISO/IEC 20000-1:2018 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 20000-1:2018 vs. ISO 9001:2015 matrix

A Service Management System based on ISO/IEC 20000-1:2018 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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Checklist of recommended ITIL documents for processes and functions

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.
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ITIL 4 vs. ISO/IEC 20000-1:2018: Similarities and Differences & Process Mapping

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 4 and ISO/IEC 20000-1:2018, briefly describing mapped processes.
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How online tools are revolutionizing ITIL and ISO 20000 implementation

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.
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ITIL implementation in your IT organization

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

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

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.
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White paper | PDF

Applicability of ISO 20000 divided by industry

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.
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PRESENTATIONS (5)

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Presentation | MS PowerPoint

ISO 20000 awareness presentation

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.
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Presentation | MS PowerPoint

Project proposal for ITIL implementation

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.
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Presentation | MS PowerPoint

Project proposal for ISO 20000-1:2011 implementation

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.
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Presentation | MS PowerPoint

Project plan for ITIL implementation

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.
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Presentation | MS PowerPoint

Project plan for ISO 20000 implementation

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.
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TEMPLATES (4)

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Template | MS Word

Project Proposal for ITIL Implementation

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.
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Template | MS Word

Project Proposal for ISO 20000 Implementation

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.
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Template | MS Word

Project Plan for Implementation of the ITIL Processes and Functions

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.
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Template | MS Word

Project Plan for Implementation of the Service Management System according to ISO/IEC 20000-1

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.
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CHECKLISTS (7)

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Checklist | MS Word

List of questions to ask your ISO 20000 certification body

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.
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Diagram | PDF

ISO 20000 implementation diagram

Diagram that shows the ISO 20000 implementation process, from the initiation of the project all the way to the certification.
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Diagram | PDF

ITIL implementation diagram

Diagram that shows the ITIL implementation process, from the initiation of the project to the implementation of the continual service improvement process.
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Checklist | MS Word

List of questions to ask ITIL consultant

Before deciding about engaging consultant for your ITIL project implementation, consider these questions and use them while talking to ITIL consultants.
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Checklist | MS Word

List of questions to ask ISO 20000 consultant

Before deciding about engaging consultant for your ISO 20000 project implementation, consider these questions and use them while talking to ISO 20000 consultants.
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Checklist | MS Word

Project checklist for ITIL implementation

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.
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Checklist | MS Word

Project checklist for ISO 20000 implementation

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.
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Branimir Valentic
Lead ISO 20000 Expert

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