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  • Backout procedure

    What is a backout procedure?

  • Benefits of ITIL implementation

    In the case of a University what are the benefits of implementating ITIL, and could you provide me with some implementation model and what processes to implement?

    Initially I had proposed to start with 2 processes. Service Design (Catalog and Service Levels), and Service Operation (Incident and Problem Management)

  • Designing IM structure and processes

    We will be designing our IM structure and processes over the coming weeks/months, and was wondering if this should be represented within the service portfolio as an item in design/build? Or is it not a service as such so should be managedand communicated somewhere else?

  • Compliance checklist for ITIL

    I was wondering  if you guys have some sort of compliance checklist for all the itil 2011 processes in a form of a table for example.

    Basically is similar to what you have in the link below but in a document.


  • IT Auditor Skills improvement

    Wanted to do career as an IT auditor. need your guidance over certification types and their wattage for securing the jobs as well as career grow as an IT auditor.

  • Differences between Event, incident and problem management

    Can you tell me the differences between the Event, incident, and problem management? Also what is the Role of Services desk and infrastructure operation center and what is the difference between them?

  • ITIL Processes (Practices) Referenced in ISO 20000

    Hello, I'm a professional ITIL instructor and I am delivering an ITIL 4 Foundation course for a client that is pursuing ISO 20000 certification. I want to make sure that I emphasize the processes aligned with ISO 20000 2018.

  • ISO20000 - Design and Transition of New or Changed Service

    Hi, I am writing to understanding on how to apply the above process if a Business Unit is introducing a new Service; example Project Management, to its customers (both internal and external).
    Considering that we already in what areas of Project Management will be offered; Project Implementation; Project Transition; Project Transformation and Project Management.
    While I understand that at some point, some of this new/change of services may involve other ISO processes, like Change and Release, I would like to know is there a step-by-step guide in doing so; until it is added into a Service Catalogue.


  • ISO 20000 certification

    how many times does it take to get ISO / IEC 20000 certification?

  • Root Cause analysis

    How to perform a formal root cause analysis and use the output to modify existing practices based on the outcome?
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