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Search results for: "change evaluation"

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

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...

Change Proposal – Describing a change at a high level

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...

Elements of Change Management in ITIL

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...

What is the role of the Service Asset and Configuration Manager according to ITIL/ISO 20000?

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

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...

Post Implementation Review – Buzzword, or mighty tool?

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...

Service Transition in ITIL

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...

12 steps in the transition from ISO 20000 2011 to 2018 revision

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...

Overview of ISO 20000:2018 structure and requirements

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...

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

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...