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ITIL & ISO 20000 - Expert Advice Community

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  • Change authority

    Can you please explain me the actual difference between a Change control Board and a Change advisory Board

  • Change priority

    We had a change in the environment which was planned off hours. After the change the router was rebooted and did not come back online. We had a tech drive into the site to reboot the router, this was all done within the change window and outside production (no operational impact) hours. The client insists for a priority 2, does it qualify for a priority 2 if issue is rectified without production impact?

  • ISO 20000:2011 -> ISO 20000:2018 transition

    I am doing research on how to help my organization transfer from ISO/IEC 20000:2011 to 2018 version. Do you have any expert advice to give me? What is important to keep in mind in order to pass the audit? Any information would be highly appreciated.

  • Strategy Management

    We are heavily invested in ITSM and have a good focus on Service Operation. Want to focus more and enhance our Service strategy. We have a good process for onboarding services, regular cadence for service reviews that includes EA review, SLAs and metrics, roadmap, etc. I am looking for what we should do to elevate Service Strategy.

  • I received following question:

    Do you know if there are specific measurements on Virtual Service Desk?

  • ISO 20000 and ISO 9001

    I want to inquire - what is the basic idea against this certification? We have to do QMS as well. What do you suggest - do we need QMS 1st?

  • 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.
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