So we have ISO 20000 certification, next year, for example, we have a renewal certificate audit, I would like to know if we wish to change the scope, what all things I need to perform, whom to inform, and how to do so, is there any particular approach. and so on."
ISO 20000 Tool
i need to know some free software to implement ISO 20000, hope you can help me.
Service Desk user satisfaction survey
I would like to make a query about what would be the points to be considered for a User Satisfaction Survey regarding the Help Desk.
Combining multiple roles
I am trying to assess a situation where a single person is in charge of 3 processes, Major Incident, Problem and Change Management. Would you please give me some example of “risks” what may go wrong of combining all this roles?
I would like to understand if there are two different IT issues from two different IT applications with a time gap on the same day and impacted a same business process, which application should be the primary CI and how many major incident ticket must be raised?
The Service Owner which is stated in the Service Catalogue is the IT area that provides support for the mentioned service?
Reporting in the toolkit
Is there a procedure in the toolkit that describes reporting requests and deliveries?
Should the IT Services Catalog include the backup services?
Do you have any procedures about Emergency Changes? I mean, some document describes about criteria’s how to identify Emergency Changes. And life cycle of such a change.
ISO 20000 for internet data center
Would you all recommend to certify an internet data center for ISO 20000? If so, what are the advantages?