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ITIL & ISO 20000 - Expert Advice Community

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  • 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.
  • Incident and workaround

    During the investigation of a complex Incident which affected a number of users,
  • Major Incident communication

    Could you please suggest me , while resolving the Incidents, how to convince the clients on bridge call, if they are suggesting alternatives and when the going gets tough
  • Customer complaint

    I am working in a company where we have implemented ISO 20000-1 long time back. however recently we had a finding regarding agreement of service complaint with customers. Can I get some information on how to fulfill this requirement, since we are a managed hosting provider.
  • ISO 20000 Lead Auditor

    Would you kindly assist, i would like to become an ISO 20000 lead auditor/assessor for now. Which certificate should i obtain?
  • Categoración de Incidentes

    Como puedo hacer la clasificación de los reportes, el problema es que acá utilizamos una herramienta para el registro de las incidencias y solicitudes, que hay que definir la clasificación de los mismos en el momento de registrarlos, nos hemos planteado la duda de como definir esta clasificación, hasta cuantos niveles abrir esta clasificación, que nivel de detalle debe tener, por ej. hoy tenemos definido Equipamiento --xxx, Aplicacion --, Red --, como se debe hacer esta clasificación?
  • Documentation templates and ITIL version

    I just need to know if the documentation package and ITIL templates are based on the ITIL version 3 - 2011 or if it is in a previous one?
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