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ITIL & ISO 20000 - Expert Advice Community



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  • ISO 20000 implementation

    I am a very small startup in digital marketing agency, i would like to implement ISO 20000, I do not know how to start , where to start
  • ITIL/ISO 20000 education

    is it better to learn ITIL or ISO 20000?
  • Change in Production environment as part of Incident Management process

    Incident management team is usually busy in restoring affected service in shortest possible time and so they cannot afford to raise a Change Request and wait for Change Advisory Board (CAB) approval prior to implementing necessary change in production environment as part of work around solution. In this context, please advise whether a "change" in production environment can be done as part of incident Management process without having to raise a Change Request and wait for approval from Change Advisory Board (CAB).
  • Impact, urgency, priority

    What is impact, urgency and priority?
  • Problem analysis techniques

    its only these three methods for analysis, pain value/pareto or kepner method?
  • Asset management tool

    What is the best asset management tool?
  • Customer complaint

    I want more details regarding service complaint and the best way for handling it..
  • Failed change

    should we keep the same ticket to proceed with the next attempt of release or new ticket should be created? I know there are options but what is the best practice?
  • Standard change

    Trying to find some information on how to implement standard changes. That is how is the pre-approval of standard changes done. Who role is it to do the pre approval? What are the inputs and what is the process surrounding this?'
  • CAB and ECAB members

    Is it ok, if the same set of advisory members approve both emergency and normal change?
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