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  • Introducing an RfC

    1. There is one group saying that RFC should be introduced at the same time when idea to change something appears (e.g. business wants to change an application).

  • Document classification

    Question: For example in the process to prepare a company to be certificate on ISO 20000, how you classify the documentation that are not controlled by SGTI , but are in the same company. For example if I want to make a reference in my document from others departments the documents are external or I can make the referents with the same nomenclature that my company use?

  • Issue reporting to third party

    I would like to know who is responsible for issues reporting if the organization uses an external application for example UPS shipping app and UPS provides own support? End user or organization support desk/IT guy?

  • ITIL V3 vs. ITIL 2011

    What is difference between ITIL V3 and ITIL 2011 Foundation Certificates?

  • Emergency Change

    what are different types of emergency changes in ITIL & ISO 20000?

  • GAP Analysis

    I am doing an ICT Review and Gap Analysis for a client. I opted to use ITIL as a guideline. I am battling to understand the use of the ITIL Framework to determine exactly the following: 1) Customer-Facing Services 2) Supporting Technology 3) Performance of Processes"

  • Availability / Capacity / Incident / Problem ManagI received folement - relation

    Regarding Availability management process of ITIL. I would like to know what exactly we need to do in Availability management process ? How is it different from capacity , Incident and problem management . Just help me to understand in simple terms what we should do in availability management?

  • Internal Auditor

    Is It Possible to Audit the Internal Auditor.

  • Change classification

    criteria matrix for change assessment to classify the normal changes into 3 categories (minor, significant and major)

  • Change Management

    I am a new member of Change Management team. I don’t know much about this field. Can you please tell me more about the change management. What are the scope in future. What skills I require to be in this team.
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