tag:blogger.com,1999:blog-5859778779405304862Wed, 14 Oct 2026 11:52:19 +0000ITILITIL V3ISO20000Incident ManagementDownloadsISO/IEC 20000ImplementationCustomerITIL 2011Service ManagementISO/IEC 20000-1:2011Configuration ManagementITIL BooksService SupportService DeskChange ManagementClassificationFree MindMapHistoryITIL QualificationCustomer SatisfactionITSMMajor IncidentDocumentsITIL ExamProblem ManagementRelease ManagementSatisfactionService TransitionSurveyprocessCategorizationDefinitionGovernmentMicrosoft System Center Service ManagerPRINCE2Password resetRequest FulfilmentService Level ManagementService StrategyfunctionrevenueBasic IT Service Management knowledge points in ITIL and ISO/IEC20000.http://itservicemngmt.blogspot.com/noreply@blogger.com (doctor)Blogger66125tag:blogger.com,1999:blog-5859778779405304862.post-7857878108469684076Thu, 06 Apr 2017 21:32:00 +00002017-04-07T07:37:24.320-07:00DocumentsISO/IEC 20000ISO/IEC 20000-1:2011ISO20000Here 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 have everything in one place. Depending on the number of your requests, we will be posting it as a printable PDF poster. Would you like that? ISO/IEC 20000 documents and records  Documents belonging to process groups are http://itservicemngmt.blogspot.com/2017/04/isoiec-20000-documentation-eco-system.htmlnoreply@blogger.com (doctor)6tag:blogger.com,1999:blog-5859778779405304862.post-5852206755218656397Sat, 23 May 2015 11:11:00 +00002015-05-23T07:18:41.226-07:00CustomerImplementationISO/IEC 20000ISO/IEC 20000-1:2011ISO20000Which documents are required in SMS general requirements of ISO/IEC 20000? This chapter is about management involvment and adding quality control flavour to service management Management responsibility It is absolutely impossible to establish an elaborate service management system (SMS) without the active and unconditional support from the top management. The plan and the policy are just http://itservicemngmt.blogspot.com/2015/05/isoiec-20000-sms-general-requirements.htmlnoreply@blogger.com (doctor)4tag:blogger.com,1999:blog-5859778779405304862.post-324109877482674862Tue, 05 May 2015 15:54:00 +00002015-05-11T02:41:45.225-07:00CustomerImplementationISO/IEC 20000ISO/IEC 20000-1:2011ISO20000Service TransitionChange is hard. Service management people love the Status quo. Introducing new services in your system takes a lot of time, resources, knowledge. Even the slightest changes on an existing service can have adverse impact on the business process. Large changes are often done by the technology specialists from architecture or infrastructure departments. They usually don't care much about your http://itservicemngmt.blogspot.com/2015/05/isoiec-20000-design-and-transition-of.htmlnoreply@blogger.com (doctor)1tag:blogger.com,1999:blog-5859778779405304862.post-2486968245391176816Sun, 21 Dec 2014 22:48:00 +00002015-05-05T08:53:32.602-07:00CustomerImplementationISO/IEC 20000ISO/IEC 20000-1:2011ISO20000Service Level Management Service delivery process group means business. Back in the old days, it was half of ITIL V2 Service Management. This is a large and complex process group oriented towards the customer. Service delivery processes create a lot of documents and records. Where will you keep them? For additional info, please have a look at our previous posts: Service management document system Control process http://itservicemngmt.blogspot.com/2014/12/service-delivery-process-group-means.htmlnoreply@blogger.com (doctor)1tag:blogger.com,1999:blog-5859778779405304862.post-3926756401077463460Sat, 13 Dec 2014 21:49:00 +00002014-12-13T13:49:00.893-08:00CustomerImplementationISO/IEC 20000ISO20000Relationship processes add a human flavor to IT service management. There is a bit more freedom in defining documentation for Business relationship and Supplier management then in ITIL-descended Service Support and Delivery processes. In the next few posts I will focus on process specifics. For a more general info  about the SMS document system you can have a look at my previous posts: http://itservicemngmt.blogspot.com/2014/12/isoiec-20000-relationship-processes.htmlnoreply@blogger.com (doctor)1tag:blogger.com,1999:blog-5859778779405304862.post-2729239428766251153Fri, 05 Dec 2014 21:45:00 +00002014-12-22T07:42:38.255-08:00CustomerImplementationIncident ManagementISO/IEC 20000ISO/IEC 20000-1:2011ISO20000Problem Management Incident and Problem management, being the most matured processes in service management should be easy to define in ISO20k. But where do we put documents and records? What do we have to pay attention to? And here comes the infamous resolution process group. How to deal with these documents and records? Incident and service request management Procedure: As we know, in Incident management there http://itservicemngmt.blogspot.com/2014/12/iso-20000-resolution-processes.htmlnoreply@blogger.com (doctor)0tag:blogger.com,1999:blog-5859778779405304862.post-3705379379280504267Wed, 26 Nov 2014 09:45:00 +00002014-12-22T07:43:01.489-08:00Change ManagementConfiguration ManagementCustomerImplementationISO/IEC 20000-1:2011ISO20000Release ManagementWhere should we keep our ISO 20k documents? Do we need a sophisticated document system, database or a printed library? Is a shared folders system enough? We asked ourself these and many more questions before we started implementing our service management system. Living with our ISO/IEC 20000 Service Management System for years, we gathered some experience and knowledge about it that I will be http://itservicemngmt.blogspot.com/2014/11/iso-20000-control-processes.htmlnoreply@blogger.com (doctor)1tag:blogger.com,1999:blog-5859778779405304862.post-4561335621975806870Tue, 15 Jul 2014 13:24:00 +00002014-07-15T06:24:35.976-07:00DocumentsISO/IEC 20000ITILService ManagementA few words about the service management document system. Whether you implement ITIL processes or a complete ISO/IEC 20000 service management system, your documents and records have to live somewhere. What is the best practice here? Let's keep the main thing the main thing. What document system is already at place in your organization? Use it. If your organization has reached the level ofhttp://itservicemngmt.blogspot.com/2014/07/service-management-document-system.htmlnoreply@blogger.com (doctor)0tag:blogger.com,1999:blog-5859778779405304862.post-2465848455818363171Sat, 23 Nov 2013 20:13:00 +00002013-11-25T02:56:24.646-08:00DownloadsHistoryISO/IEC 20000ISO20000“History is a set of lies agreed upon.” - Napoleon Bonaparte “History will be kind to me for I intend to write it.” - Winston Churchill "We learn from experience that men never learn anything from experience.” - George Bernard Shaw After ITIL history and ISO/IEC 20000 history posts, this blog has received quite a few requests to create a parallel timeline for the two. We http://itservicemngmt.blogspot.com/2013/11/isoiec-20000-and-itil-timeline-history.htmlnoreply@blogger.com (doctor)5tag:blogger.com,1999:blog-5859778779405304862.post-1853559100775109075Wed, 03 Jul 2013 13:13:00 +00002013-07-18T12:43:35.169-07:00ITILITIL ExamITIL Qualification As we mentioned in a previous post, Capita plc and Government Office created a new joint venture to promote and manage ITIL® and PRINCE2® certifications. On 1st July 2013 the joint venture has been launched under the new name - AXELOS.   CEO of AXELOS is Peter Hepworth who came from Activision Blizzard (Call of Duty, anyone?).   AXELOS will be the owner of the intellectualhttp://itservicemngmt.blogspot.com/2013/07/axelos-new-name-of-joint-venture.htmlnoreply@blogger.com (doctor)3tag:blogger.com,1999:blog-5859778779405304862.post-6191984252387052723Thu, 02 May 2013 21:08:00 +00002013-05-05T13:50:33.032-07:00GovernmentITILITIL 2011PRINCE2revenue Her Majesty decided to let the 51% of ITIL/PRINCE2 ownership to Capita plc, a company selected after an extensive procurement process to create a new Joint Venture organization.  Cabinet Office will get 10 million pounds advance and three additional annual payments of 9,4 million pounds. In return, Capita will own 51% of a new Joint Venture (JV) organization. Government Office keeps 49%.http://itservicemngmt.blogspot.com/2013/05/cabinet-office-decided-to-let-51-of.htmlnoreply@blogger.com (doctor)0tag:blogger.com,1999:blog-5859778779405304862.post-8723038085781863224Sun, 10 Mar 2013 21:40:00 +00002013-03-19T00:34:44.932-07:00ClassificationConfiguration ManagementCustomerCustomer SatisfactionDownloadsFree MindMapIncident ManagementITILITIL V3ITSMMajor IncidentSatisfactionService DeskService ManagementService SupportSurveyWhat grades do you use in customer satisfaction surveys? How are grades influenced by the culture of the country? What to do if you perform surveys in different countries with different background? I have been discussing customer satisfaction here a few times. Related to that, let me share a brief anecdote with you: We implemented a new Service Desk SW on a customer's site. They are a managed http://itservicemngmt.blogspot.com/2013/03/customer-satisfaction-survey-grading.htmlnoreply@blogger.com (doctor)0tag:blogger.com,1999:blog-5859778779405304862.post-8745978144412497935Fri, 17 Aug 2012 15:10:00 +00002012-08-23T03:48:48.172-07:00DownloadsFree MindMapITILITIL 2011ITIL V3Surprisingly lot of you people asked for my refreshed ITIL 2011 edition mind map. Since you have seen pictures of it in my previous posts, you know I have it ;)   I've put it here for free download.  ITIL 2011 Mind Map Mind you, this is still my working version, so please let me know if you find any typos or errors.     Of course, if you decide to dig deeper, I http://itservicemngmt.blogspot.com/2012/08/itil-2011-free-mind-map.htmlnoreply@blogger.com (doctor)4tag:blogger.com,1999:blog-5859778779405304862.post-304523317612090970Tue, 10 Jul 2012 14:27:00 +00002012-07-10T13:16:57.193-07:00Free MindMapISO/IEC 20000ISO/IEC 20000-1:2011ISO20000 For the last few months I have been working on an implementation of ISO/IEC 20000 with one of my customers. Quite a challenge, and it was a success! Before we started, I have created a simple MindMap with notes about requirements. So I decided to share it with you for free. These are just short notes about structure and requirements, just to give you a quick picture on what to expecthttp://itservicemngmt.blogspot.com/2012/07/isoiec-200002011-free-mind-map.htmlnoreply@blogger.com (doctor)2tag:blogger.com,1999:blog-5859778779405304862.post-862795642403519139Wed, 18 Apr 2012 13:15:00 +00002012-04-28T00:36:33.561-07:00ISO20000ITILService Management - With newly refreshed ISO/IEC 20000 alignment to ISO 9001 and ISO/IEC 27001, I thought it would be nice to have a set of more detailed information about relations between these three, all in one place. Think, there is a great chance that a Service Provider aiming for 27001 or 20000 already implemented ISO 9001. And once we have two standards out of these three, how much more work is it http://itservicemngmt.blogspot.com/2012/04/iso-isoiec-27001-isoiec-20000-how-do.htmlnoreply@blogger.com (doctor)8tag:blogger.com,1999:blog-5859778779405304862.post-7719459335091293685Tue, 17 Apr 2012 11:04:00 +00002012-04-18T07:54:57.214-07:00ISO20000ITIL V3Service ManagementAs we all probably know, in February this year a new edition of ISO/IEC 20000-2 (Guidance on the application of service management systems) was published, following the last year's (April 15.) new edition of ISO/IEC 20000-1. Now that we have Requirements and Code of practice, we can talk more on what's new and how it fits in what we already have. I would like to shortly outline main new moments http://itservicemngmt.blogspot.com/2012/04/isoiec-20000-refreshed.htmlnoreply@blogger.com (doctor)0tag:blogger.com,1999:blog-5859778779405304862.post-1025936869112664341Fri, 06 Apr 2012 14:19:00 +00002012-04-06T07:30:51.975-07:00ITILITIL 2011ITIL BooksITIL V3CSI is not strictly a lifecycle stage, since it spans through all four other stages. It is mainly a set of Quality Management skills put together to make better Strategy, Design, Transition and Operation. Therefore the main tool is Deming's circle (Plan-Do-Check-Act) together with Seven-step Improvement process. Continual Service Improvement relies also on change management and capability http://itservicemngmt.blogspot.com/2012/04/itil-continual-service-improvement.htmlnoreply@blogger.com (doctor)1tag:blogger.com,1999:blog-5859778779405304862.post-3537947787180175065Wed, 04 Apr 2012 11:43:00 +00002012-04-04T07:41:04.216-07:00ITIL 2011ITIL BooksITIL V3Finally! Service Operation is a real man's book. This is where it happens. Here we make money. All we do in Strategy, Design and Transition makes sense here. Service Provider does day-to-day activities of keeping the service available and customer happy. If you are going to read any of the five books, my bet is that this will be the one. Since in the beginning we are all interested in http://itservicemngmt.blogspot.com/2012/04/itil-service-operation.htmlnoreply@blogger.com (doctor)1tag:blogger.com,1999:blog-5859778779405304862.post-4214776614487890954Mon, 02 Apr 2012 16:02:00 +00002012-04-04T04:53:29.410-07:00Change ManagementITILITIL 2011ITIL BooksITIL V3Service Transition Service Transition is a stage which gives most pain to the IT Service Provider. Transition (add new, change existing, retire old service) is a source of many service disruptions. So we want our transition of service to be planned, built, tested, evaluated and deployed in an organized and controlled manner.   PurposeTo ensure that new or modified services are in conformance with http://itservicemngmt.blogspot.com/2012/04/itil-service-transition.htmlnoreply@blogger.com (doctor)0tag:blogger.com,1999:blog-5859778779405304862.post-6049476432443525188Thu, 22 Mar 2012 13:34:00 +00002012-04-04T07:34:23.368-07:00ITILITIL 2011ITIL BooksITIL V3Service Design connects the Strategy with Transition and Operation, providing tools to create and redesign services aligned with strategic objectives. It takes care that service management is fully aligned with business needs and uses its capabilities in an efficient and resilient manner. Purpose To design IT Services in a cost-effective, secure manner and in accordance to Service Strategy, and http://itservicemngmt.blogspot.com/2012/03/itil-service-design.htmlnoreply@blogger.com (doctor)1tag:blogger.com,1999:blog-5859778779405304862.post-1305097976508601584Tue, 13 Mar 2012 16:30:00 +00002012-04-04T04:55:04.780-07:00ITILITIL 2011ITIL V3Service StrategyService Strategy has the central position in the circular ITIL lifecycle model. By a broader definition, strategy is a plan devised to achieve a long-term aim. Service strategy is therefore a systematic long-term plan designed by the IT service organization to achieve defined objectives. A good service strategy should define a way to create and deliver a better value to the customer. Main http://itservicemngmt.blogspot.com/2012/03/itil-service-strategy.htmlnoreply@blogger.com (doctor)2tag:blogger.com,1999:blog-5859778779405304862.post-3444189326496231630Mon, 13 Feb 2012 10:15:00 +00002012-04-19T09:04:47.265-07:00ITILITIL 2011ITIL V3processHere is a clear and organized table of ITIL 2011 processes for you. What is where, what is important, what is old and new: ITIL 2011 Processes Table There are some changes from 2007 edition. What is not so obvious from this table, most of the changes happened in Service Strategy. Strategy Generation is not treated as a process any more, rest of the processes are more uniformly described. Newhttp://itservicemngmt.blogspot.com/2012/02/itil-2011-processes.htmlnoreply@blogger.com (doctor)3tag:blogger.com,1999:blog-5859778779405304862.post-5385579922303577585Fri, 10 Feb 2012 16:33:00 +00002013-11-23T13:58:20.411-08:00ITILITIL BooksITIL V3 ITIL Lifecycle Suite 2011 Edition As you can see in an excellent ITIL History article on this blog, ITIL has come a long way from first publications in late 80's. In July 2011 ITIL V3 was updated to 2011 edition. Now folks, let's get down to basics. I will slowly go through changes and events and talk a little bit about every ITIL Lifecycle stage and what happened where. I am talking about my http://itservicemngmt.blogspot.com/2012/02/itil-2011-what-happened.htmlnoreply@blogger.com (doctor)0tag:blogger.com,1999:blog-5859778779405304862.post-5634840348845657680Fri, 30 Dec 2011 09:57:00 +00002011-12-30T06:40:47.881-08:00Change ManagementIncident ManagementPassword resetRequest FulfilmentI browsed through a few social networks lately discussing basic Service Support activities like password reset. Interesting to see how even experienced IT professionals have different points of view on elementary procedures like this one. One of discussions goes on and on about what is a Password Reset procedure: is it a Service Request, Incident or Change? We can take for granted that http://itservicemngmt.blogspot.com/2011/12/what-is-password-reset-service-request.htmlnoreply@blogger.com (doctor)8tag:blogger.com,1999:blog-5859778779405304862.post-3805923358284660044Wed, 25 May 2011 13:29:00 +00002013-11-23T13:58:55.886-08:00DownloadsHistoryISO20000ITILITSMFrom DISC PD 005 over BSI 15000 to ISO/IEC 20000. Specifications, requirements, Code of practice. History is a myth that men agree to believe. Napoleon ISO/IEC 20000 Timeline I have been looking around for some brief document with ISO/IEC 20000 history, and I could not find anything useful.Here are a few major points I have collected from various sources in ISO/IEC 20000 history. http://itservicemngmt.blogspot.com/2011/05/isoiec-20000-brief-history.htmlnoreply@blogger.com (doctor)5