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It’s no big secret that changes are one of the most common sources of incidents, and one of the trickiest parts of everyday life inside an IT organization. We could argue about many possible...
Request for Change (RfC) counts as one of the most popular expressions in ITIL or ISO 20000. For both of them, an RfC is “a formal proposal for a change to be made.” Usually, it’s a document...
If there is a nightmare in IT Service Management, its name is Change. It’s not only that people are, generally, reluctant to changes. Changes impose high levels of risk and no one likes disruption...
From the questions that I get, I have a feeling that many of you see Service Asset and Configuration Management (SACM) as complicated. I have to tell you that you are not alone. I...
IT Service Management is a practice that focuses on delivering IT services, and those services must be aligned with business needs. It’s a major shift from management of individual IT technologies and components. When...
I remember this situation of one of my clients: change was implemented and the spotlight shifted to Incident Management (you guessed it – resolving incidents that arose as a consequence of the change). It’s...
Isaac Asimov: “Life is pleasant. Death is peaceful. It’s the transition that’s troublesome.“ Service Transition is the stage IT Service Providers are usually most afraid of. Transition is known to be the source of...
Now that ISO 20000:2018 has been released, the next logical step is how to make the transition from the previous version. The new version of ISO 20000:2018 adopts the HLS (High Level Structure). This...
The ISO 20000:2018 standard provides organizations with a set of requirements for establishing, implementing, maintaining and continually improving a service management system (SMS). Organizations can utilize the guidance in this standard as a framework...
Maybe you have heard the proverb saying that preparation is half the battle. The same is true for release and deployment of new service, or changes to existing service. The point is that the...
