ITIL & ISO 20000 - Expert Advice Community



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  • SMS scope change

    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?
  • Two incidents

    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?
  • Service Owner

    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?
  • Service catalogue

    Should the IT Services Catalog include the backup services?
  • Emergency change

    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?
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