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List of questions to ask your ISO 20000 certification body

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.

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Implementing ISO 20000 with a consultant vs. DIY approach

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

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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ITIL & ISO 20000 White papers (9)

Implementing ISO 20000 with a consultant vs. DIY approach

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.

Click to download
Checklist of Mandatory Documentation Required by ISO/IEC 20000-1:2011

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.

Click to download
ISO/IEC 20000-1:2011 vs. ISO 9001:2015 matrix

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

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

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.

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ITIL implementation in your IT organization

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

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

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.

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Applicability of ISO 20000 divided by industry

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 download

Presentations (4)

Project proposal for ITIL implementation

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.

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Project proposal for ISO 20000-1:2011 implementation

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.

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Project plan for ITIL implementation

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.

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Project plan for ISO 20000 implementation

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.

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Templates (4)

Project Proposal for ITIL Implementation

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.

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Project Proposal for ISO 20000 Implementation

Project Proposal for ISO 20000 Implementation

Template, PDF 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.

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Project Plan for Implementation of the ITIL Processes and Functions

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.

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

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.

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Checklists (8)

List of questions to ask your ISO 20000 certification body

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
ISO 20000 implementation diagram

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

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.

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List of questions to ask ITIL consultant

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

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

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.

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Project checklist for ISO 20000 implementation

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.

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Branimir Valentic
ITIL/ISO 20000 Expert

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