ITIL Service Management

Here is a full picture of the required documents and records in the ISO/IEC 20000 service management system. We thought it would be nice to ...

Which documents are required in SMS general requirements of ISO/IEC 20000? This chapter is about management involvment and adding quality co...

Change is hard. Service management people love the Status quo . Introducing new services in your system takes a lot of time, resources, know...

Service delivery process group means business. Back in the old days, it was half of ITIL V2 Service Management . This is a large and compl...

Relationship processes add a human flavor to IT service management. There is a bit more freedom in defining documentation for Business relat...

Incident and Problem management, being the most matured processes in service management should be easy to define in ISO20k. But where do ...

Where should we keep our ISO 20k documents? Do we need a sophisticated document system, database or a printed library? Is a shared folders s...

A few words about the service management document system. Whether you implement ITIL processes or a complete ISO/IEC 20000 service managemen...

“History is a set of lies agreed upon.” - Napoleon Bonaparte “History will be kind to me for I intend to write it.” - Winston Churchill ...