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ITIL & ISO 20000 - Expert Advice Community



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  • Metrics

    Hi!  What would be the recommended SLA for problem management?  Based on some reading materials, the problem SLA should be patterned after incident.  However, this approach would mean that problems will also be addressed as quickly as possible.  The promptness of incident SLAs might not be applicable for problems as there is a need to determine the root causea and apply the permanent fix (either through change or otherwise).  In other organizations, there is a stabliization/observation period included in the problem management process.  Kindly advise how to go about this. thanks.
  • Failed Change

    I want to ask about a failed Change. The activities were implemented properly but upon implementation, there were incidents stemming from the change. Will this merit an Incident Report submission, or are the actions plans taken, RCA should be covered by the Change PIR?
  • ISO 20000 Service Desk

    I  would like to have an idea about the transformation of digital service desk - I'm about to prepare a presentation about this subject, about Digital transformation Service desk, how can I do it? I work in XY company, ISO 9001 V 2015 and I'm a Service desk manager.

  • SMS Policy in Management Review

    How would I report (at my Management Review) "Adherence to and suitability of the SMS Policy and other policies relevant for the SMS".  Can you help me to understand that?
  • OLA vs Technical Service Catalog

    What is the difference between OLA and technical service catalog? can we just implement one of them? 

  • ISO 20000 benefits in building companies

    Please be so kind and explain possible benefits from ISO 20000 implementation in building companies?

  • ITIL - Change Management

    Who is responsible to prepare and provide inputs to PIR ?
    Is this Change initiator or Change Implementer or Change Manager?

  • ISO 20000 implementation process

    What will it cost, how many people will be needed for the implementation, and how long does it take from project kickoff to successfully passing the audit.

  • ISO 20000 implementation benefits

    How do I convince the IT Team that this is a good thing and stop them doing whatever they want without any controls?

  • ITIL & ISO 20000 Internal interactions

    How can I generate more interactions between the management that manages everything and the front line of the people who do the hard and difficult work?

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