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ITIL & ISO 20000 - Expert Advice Community



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  • 1st and 2nd level support

    What's the best way to split out a service desk team between 1st line /2nd line?
  • Customer satisfaction

    Hi, Is there any popular framework or standard that show us how to measure my IT unit customer satisfaction? Thanks
  • Internal auditor and ISO 20000 certification costs

    How much does it cost for internal auditor and getting the certificate for 15 staff and 2 locations? From your own experience?"
  • Incident Management template

    I have a question regarding the Incident Management Policy located here: https://advisera.com/20000academy/documentation/incident-management-policy/ is this policy based on Security Incidents or general IT Break / Fix incidents? I'm trying to find a template to cover the latter and almost everything i'm finding is for Security Incident Managements.
  • ITIL V1

    When was ITIL created?
  • Incidents that won't be fixed

    I have an ITIL question regarding low priority incidents that cannot or won't be fixed. How will they be closed? Do you normally use a specific resolution code for that? Like "No action taken"?
  • ISO 17024 online ISO 20000 Lead Auditor training

    What accredited (according to ISO17024 "General requirements for bodies operating certification of persons") online teaching program in ISO 20000 Lead Auditor would you recommend?
  • Incident and Service request priority

    Can you give me both incident and request examples in which urgency level is low despite impact level is high? I am confused because in my mind, if the impact level of an incident or request is high, the urgency level should be high as well. I know that it does not have to be, but I cannot find any good examples to clarify my thoughts.
  • Cancelled change

    If a change is cancelled without starting the activity, however by the time the change is cancelled the change window starts, will that be considered a failed change or an unsuccessful change?
  • Subject Matter Expert (SME) and SOP

    I am creating the Standard Operating Procedure (SOP) to get the SME utilized in the Service Operation Management (SOM). Our main business is Telco industry in which our SOM division has 7 function whereas this function has its own SME. Some weak points that we have from our SME is lack of experience, knowledge gap and unawareness of monitoring utilities. Also, in some cases, the SME is unaware of project activities & update of product knowledge. Can you enlighten what things or procedure to be applied so that I can start writing the SOP document? Appreciate your response. Thank you.
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