Hi, can you help me by providing a Terms of reference to implement the ITIL
Service in ISO 20000
ISO 9001:2015 standard talks about Product and services, and ISO 20000 is about service management system, what is the difference between the term service used in both standards
Change Management - purpose and objectives
My manager was writing the presentation slide and came across the question of why we need change management & why it so important. Hope you can illuminate to those questions. Having browsed through the internet, found that those questions are related to the objectives & purposes of Change Management.
Configuration Management and other processes
would like to know how config mgmt process is interfaced with incident mgmt, prob mgmt & change mgmt process
Incident ticket opening
Can 3rd level support or suppliers raise an incident or request record? Can you explain by giving examples, thank you in advance.
Quality tools in ITSM
I would love to know which kind of quality tools can i use in the implementation of ISO20000 in IT field.
CSF, KPI, metric
Can you help me to clarify differences between CSF, KPI and metric by giving examples as well.
Defining customers for core services is clear according to the part/firm that makes us the payment. But defining customers for supporting services is a bit confusing. Should we make that definition or does it not make any sense?
Survey and Incident closure
Why does using Surveys to close tickets not a good idea and does this practice play against ITIL principles?
Service Catalog responsibilities
We prepared a service catalogue including business and supporting services. While defining service owners for both, we have confused. Service owners of each supporting service is clear, they will be the managers from Service Providers' Operation Team but for the business services part we are not sure about the key person. For example, should service owner of a business service be a person/director from Service Providers' Operation Team or Service Providers' Sales Team? Is there a way to clarify this situation?