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  • ITIL and cloud

    I would like to understand how it helps us to align all our processes as per the ITIL best practices within Cloud Operations.
  • List of documents - ISO 20000

    So when reviewing the checklist, I wanted to know what would i be referencing the ISO 20000 clause to? or what does that side mean?
  • Service Desk - RACI matrix

    Service Desk Manager - How to work with a RACI model for this job
  • Definición de OLA

    Requerimos realizar la deficion de OLAS , no hemos documentado un OLA anteriormente, razón por la que desconocemos el procedimiento correcto. Me gustaría saber como se implementa un OLA donde el servicio depende de un proyecto y un cronograma.
  • ISO 20000 and Demand Management/Service Portfolio Management

    Hello, I'm in the process of developing a Demand Mgt, and Service Portfolio Mgt. I've looked at the samples of the documentation you have on your website, and i couldn't find a process for it, like change, and incident for example. We are preparing for the new ISO 20000-1:2017.
  • ITIL certification

    Our company is certified to ISO, but needs to show how this certification conforms to ITIL requirements, and where there are gaps. We were interested in ITIL certification, but as I understand there is no formal ITIL certification in North America, and our ISO certificate is the best evidence of conformance
  • Servicios y alcance de la ISO 20000

    1.- Recomendaciones para establecer el alcance de los servicios TI que serán certificados.
  • ISO 20000 Design and transition of new or changed services

    How to document and show evidence of new or modified services for existing services? Let me explain, we have only one service: "Desktop Service", the service itself exist before we began using ITIL, so, never was necessary to design it. We have a lot of process working, but, in terms of an audit process, how to evidence the "design" of the service?.
  • ISO 20000 implementation

    I need to drive an assessment of IT processes in one of our customers IT area, define As-IS, diagnose, define TO-BE, implementation road-map and finally support them in getting ISO 20000 certification. How can your toolkits help me?
  • ITIL and ISO 20000

    I was looking for a good map (matrix) showing the relationship of ISO 20000-1 clauses and requirements to ITIL v3 (2011). If you have one, is it available for public release or sale? Thanks.
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