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ISO 20000 – Where to Start?

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ISO 20000 - Advisera

ISO 20000 Documentation Toolkits

All of the key ISO 20000 documents, records, and templates necessary to complete your certification process.

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ISO 20000 - Advisera

ISO 20000 Webinars

Gain practical knowledge from leading IT Service Management experts.

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Implementation

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Main obstacles during ISO 20000 implementation and how to overcome them

by Branimir Valentic

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

How to implement ITIL

by Neven Zitek

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)

by Deji Dayspring

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

by Branimir Valentic

Service Improvement Plan – For the sake of improvements

by Neven Zitek

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

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

by Neven Zitek

SMS Policy – How to create it according to ISO 20000

by Branimir Valentic

IT Service Continuity Plan – Why do you need it?

by Branimir Valentic

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

by Branimir Valentic

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

by Neven Zitek

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

by Branimir Valentic

Certification

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

by Branimir Valentic

Which questions will the ISO 20000 certification auditor ask?

by Branimir Valentic

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

by Branimir Valentic

ITIL Certification

by Neven Zitek

Why ISO/IEC 20000: Reasons to certify

by Drago Topalovic

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

by Branimir Valentic

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

by Neven Zitek

Internal audit

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

by Branimir Valentic

How to create an ISO 20000 internal audit checklist

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

by Branimir Valentic

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

by Drago Topalovic

ITIL V3 Change Management – at the heart of Service Management

by Neven Zitek

Design and transition of new or changed services in ISO 20000

by Drago Topalovic

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

by Branimir Valentic

How to measure Change Management efficiency according to ITIL

by Branimir Valentic

Tips and tricks for using the ITIL standard change mechanism

by Branimir Valentic

5 benefits of ITIL Change Management implementation

by Branimir Valentic

How to manage Emergency Changes as part of ITIL Change Management

by Neven Zitek

Change Proposal – Describing a change at a high level

by Branimir Valentic

ITIL – Change Evaluation Process

Neven Zitek

Incident Management

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All about Incident Classification

by Drago Topalovic

Major Incident Management – when the going gets tough…

by Drago Topalovic

ITIL Incident Management – How does it influence customer satisfaction?

by Branimir Valentic

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

by Drago Topalovic

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

by Branimir Valentic

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

by Branimir Valentic

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

by Branimir Valentic

ITIL Incident Management – How to separate roles at different support levels

by Neven Zitek

How to measure Incident Management efficiency according to ITIL

by Branimir Valentic

Incident Record – you can’t live without it

by Branimir Valentic

5 biggest challenges while setting up the Incident Management process

by Branimir Valentic

Service level

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

by Branimir Valentic

ITIL – Service Level Agreements: Designing frameworks

by Neven Zitek

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

by Branimir Valentic

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

by Branimir Valentic

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

by Branimir Valentic

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

by Neven Zitek

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

by Branimir Valentic

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

by Neven Zitek

General

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Overview of ISO 20000:2018 structure and requirements

by Hugh Shepherd

ISO 20000 and ITIL – How are they related?

by Neven Zitek

ITIL Service Desk types

by Neven Zitek

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

by Neven Zitek

Early Life Support – Live environment introduction made easy

by Branimir Valentic

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

by Hugh Shepherd

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

by Neven Zitek

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

by Neven Zitek

Facing reality – Measurements in ITIL

by Branimir Valentic

ITIL Service Acceptance Criteria – keep control in your hands

by Branimir Valentic

Similarities and differences between ISO 27001 and ISO 20000

by Branimir Valentic