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  • Clause 7.1

    I am looking for the evidence required for clause 7.1 resources in ISO20000

  • ITIL and COBIT framework vs standard

    ITIL is clearly explained that is a practice, so does it mean it a framework?

    And what is cobit framework or standards, please explain.

  • ITIL vs ISO 20000

    I am new to ITSM and service desk. What is the difference between ITIL and ISO 20000. IF you are an ITIL expert, does it mean you qualify for ISO 20000 Certification?

  • Standard changes under ITIL

    Re. Standard Changes or pre-authorized - What does ITIL recommend as the standard for how many attempts a change must be implemented successfully before it can be considered being a STANDARD change, please?

  • Opportunities and challenges of the application of standards

    Hi. I am looking for opportunities and challenges of the application of standards and framework and the role of the organization to the value creation.

  • Incident Priority Levels & Classes

    I want to know what does ITIL explicitly say about the no. of priority levels recommended for incident priority?

  • ISO 20000 vs ISO 9001

    We have 2 certifications: ISO 9001:2015 and ISO 20000. One of my auditors said we may use ISO 9001:2015 that covers all processes in ITIL also, can you help us with that? I mean, is it similar, what should we do?
  • Service Management Plan in ISO20000-2018


    I'm currently working on the upgrade of ISO20000-2011 to -2018 within our organization. I'm not sure about the topics to be covered in the mandatory Service Management Plan.

    I appreciate any explanation.

  • Determining priority

    Should a customer have a say in determining the priority, or is it the help desk who must determine the priority?

  • BRM roles

    What are the BRM Roles and Responsibilities per ITIL?

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