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...
Most of the clients I work with are focused on their customers and the services they deliver to them. Accordingly, I always receive a bunch of questions related to the Service Level Agreement (SLA;...
I agree with all of you who claim that implementation of ISO/IEC 20000 is a complex task. But, see it from the positive side – at least you have a concrete goal. Yes, there...
Often, during discussions or ITIL trainings, arguments are heard about ITIL implementation. And there is a pattern in such conversation – for what kind of organizations is ITIL suited? What kind of organizations implement ITIL...
Starting from scratch gives you the opportunity to set things up as you find appropriate. This is also true for processes. The first time I had a project task to establish a Service Asset...
There are few processes inside the current version of ITIL that are less known, but certainly not less important. The transition planning and support process is one of them. I have to admit, companies...
Within the previous article ITIL CSI 7-step improvement process: What is it all about? we gave general information regarding the core of the ITIL CSI: 7-step improvement process. In my honest opinion, this process is the...
Just by casually reading our blog, you can pretty much get all the basic info regarding core ITIL modules from Service Operation, Service Transition, Service Design, or Service Strategy. IT organizations are generally most interested...
How do you find out that there is an issue with your IT infrastructure and/or services? If your answer exclusively relies on end-users reporting issues to the Service Desk, you may want to learn...