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ISO 20000

Implementation

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How to implement ITIL

by Neven Zitek

Who are the stakeholders and what is their importance in ITIL-based IT Service Management?

by Branimir Valentic

Three faces of Capacity Management

by Branimir Valentic

IT Operations Management Function in ITIL

by Drago Topalovic

ITIL Application Management Lifecycle – within IT Service Lifecycle

by Neven Zitek

Service Operation in ITIL

by Drago Topalovic

Known Errors – repetitio est mater studiorum? Not in this case.

by Branimir Valentic

ITIL Processes and Functions – the breakdown

by Neven Zitek

SLAs, OLAs and UCs in ITIL and ISO 20000

by Neven Zitek

ITIL Service Provider types – Type I: Internal service provider

by Neven Zitek

Transition planning and support – bridging design and operation

by Branimir Valentic

Documentation

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List of mandatory documents required by ISO 20000-1 (2018 revision)

Deji Dayspring

Service Improvement Plan – For the sake of improvements

by Neven Zitek

IT Service Continuity Plan – Why do you need it?

by Branimir Valentic

What are the content and purpose of the ISO 20000 SMS Plan?

by Branimir Valentic

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

by Branimir Valentic

Managing Service Requests in ITIL/ISO 20000 using the Service Request record

by Branimir Valentic

ITIL Availability Plan – A document you need, but probably don’t have

by Neven Zitek

ITIL Capacity Plan – A document you need, but probably don’t have

by Neven Zitek

SMS Policy – How to create it according to ISO 20000

by Branimir Valentic

How to use ITIL to prepare the Service Asset & Configuration Management Plan

by Neven Zitek

Elements of testing and reporting of the ITIL/ISO 20000 IT Service Continuity Plan

by Branimir Valentic

Certification

ITIL Certification Path – list of all available ITIL trainings, exams and certificates

by Neven Zitek

Process to obtain ISO/IEC 20000 certification: Companies and individuals

Antonio Jose Segovia

Why ISO/IEC 20000: Reasons to certify

by Drago Topalovic

How personal certificates can help your company’s IT Service Management

by Branimir Valentic

New ITIL Practitioner Guidance book – what does this mean for your certification and implementation?

by Branimir Valentic

Which questions will the ISO 20000 certification auditor ask?

by Branimir Valentic

ITIL Certification

by Neven Zitek

What’s needed for successful ISO 20000 certification of your company?

by Branimir Valentic

Internal audit

How to create an ISO 20000 internal audit checklist

by Branimir Valentic

ISO 20000 internal audit – What is it and why is it important?

by Branimir Valentic

What is the purpose of the internal audit report in ISO 20000?

by Branimir Valentic

How to prepare for an ISO 20000 internal audit

by Branimir Valentic

Change Management

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Change Advisory Board in ITIL – advise, approve or what?

by Drago Topalovic

Tips and tricks for using the ITIL standard change mechanism

by Branimir Valentic

ITIL V3 Change Management – at the heart of Service Management

by Neven Zitek

5 benefits of ITIL Change Management implementation

by Branimir Valentic

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

by Branimir Valentic

Design and transition of new or changed services in ISO 20000

by Drago Topalovic

How to manage Emergency Changes as part of ITIL Change Management

by Neven Zitek

What is the remediation procedure and back-out in the ITIL/ISO 20000 Change Management process?

by Branimir Valentic

Change Proposal – Describing a change at a high level

by Branimir Valentic

How to measure Change Management efficiency according to ITIL

by Branimir Valentic

ITIL – Change Evaluation Process

Neven Zitek

Incident Management

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A trip of 1,000 miles begins with the first step – Initial diagnosis of an incident

by Branimir Valentic

Incident resolution and closure: Waiting for the fat lady to sing

by Drago Topalovic

How to measure Incident Management efficiency according to ITIL

by Branimir Valentic

ISO 20000 Incident and Service Request Management – Increasing efficiency with information flow

by Branimir Valentic

Incident Record – you can’t live without it

by Branimir Valentic

How to choose an ITIL/ISO 20000 Incident Manager: 5 main characteristics

Branimir Valentic

5 biggest challenges while setting up the Incident Management process

by Branimir Valentic

ITIL Incident Management – How does it influence customer satisfaction?

by Branimir Valentic

Security incidents – How to approach them using ITIL and ISO 20000

by Branimir Valentic

Incident Management in ITIL – solid foundations of operational processes

by Branimir Valentic

How to avoid unsatisfied customers by managing problems and incidents according to ISO 20000

Antonio Jose Segovia

Service level

ITIL – Service Level Agreements: Designing frameworks

by Neven Zitek

Service Level Requirement (SLR) as origin of the SLA content

by Neven Zitek

Business Relationship Management, Service Level Management… Too much management?

by Branimir Valentic

ITIL Supplier Management and Service Level Management – How to put the two in balance

by Branimir Valentic

Who is your ideal ITIL/ISO 20000 Service Level Manager?

by Branimir Valentic

What is the relationship between Service Level Management and the Service Catalogue in ISO 20000?

by Branimir Valentic

ITIL Service Level Management – making sure that what you want is what you get

by Neven Zitek

ITIL/ISO 20000 Service Level Requirements – Ensure you deliver what the customer asked for

by Branimir Valentic

General

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Free tools for ITSM – supporting IT Service Management for zero tool cost

by Neven Zitek

ITIL Service Desk types

by Neven Zitek

ITIL Reactive and Proactive Problem Management: Two sides of the same coin

by Neven Zitek

ITIL CSI 7-step improvement process: What is it all about?

by Neven Zitek

Facing reality – Measurements in ITIL

by Branimir Valentic

Early Life Support – Live environment introduction made easy

by Branimir Valentic

ITIL Service Acceptance Criteria – keep control in your hands

by Branimir Valentic

Overview of ISO 20000:2018 structure and requirements

Hugh Shepherd

ISO 20000 and ITIL – How are they related?

by Neven Zitek

ITIL 3 vs. ITIL 4 – What has changed and what is new?

Hugh Shepherd

Similarities and differences between ISO 27001 and ISO 20000

by Branimir Valentic