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Subject Matter Expert (SME) and SOP
I am creating the Standard Operating Procedure (SOP) to get the SME utilized in the Service Operation Management (SOM). Our main business is Telco industry in which our SOM division has 7 function whereas this function has its own SME. Some weak points that we have from our SME is lack of experience, knowledge gap and unawareness of monitoring utilities. Also, in some cases, the SME is unaware of project activities & update of product knowledge. Can you enlighten what things or procedure to be applied so that I can start writing the SOP document? Appreciate your response. Thank you. -
Internal review
Which template should be used as a standard one for the Process Owner to submit for Internal Review Process (i.e i mean internally by ITSM). Actually, I'm doing for the Recertification of ISO/IEC 20000: 2011 -1 so the template should have the past 3 years of KPI, trending on maturity & effectiveness of ITSM process. -
ISO 20000 Risk register
I have to create risk register as part of ISO20000. I already have ISO27001 risk register which I have to append. Till now I have done gap assessment. Does all the gaps identified becomes risk? Also do you have any excel which talks about risk if the particular clause is not implemented in an organization. -
ISO 20000 scope
I do have a challenge that I would like to ask you for an impartial and independent assessment. The company that I now work for would like to pursue the ISO 20K certification as well. The challenge is that this company does not provide any IT services to their external customers. The company is a contracting company that provides their customers with educated and certified IT labor. All of the IT services that are being provided are to support the internal business operations. Is there scope to pursue the ISO 20K certification? -
Terms of service for ITIL implementation
Hi, can you help me by providing a Terms of reference to implement the ITIL -
Service in ISO 20000
ISO 9001:2015 standard talks about Product and services, and ISO 20000 is about service management system, what is the difference between the term service used in both standards -
Change Management - purpose and objectives
My manager was writing the presentation slide and came across the question of why we need change management & why it so important. Hope you can illuminate to those questions. Having browsed through the internet, found that those questions are related to the objectives & purposes of Change Management. -
Configuration Management and other processes
would like to know how config mgmt process is interfaced with incident mgmt, prob mgmt & change mgmt process -
Incident ticket opening
Can 3rd level support or suppliers raise an incident or request record? Can you explain by giving examples, thank you in advance. -
Quality tools in ITSM
I would love to know which kind of quality tools can i use in the implementation of ISO20000 in IT field.