iso 20000

IT Service Management (ITSM) Implementation Checklists

1. Review current and existing IT Service Management practices in greater detail. Make sure you also review current process connections from these practices to other areas of IT Service Strategy.

2. Review the ability of existing functions and staff. Can we 'reuse' some of the skills to minimize training, education and time required for implementation?

3. Establish the accuracy and relevance of current processes, procedures and meetings. As part of this step if any information is credible document the transition from the current format to any new format that is selected.

4. Decide how best to select any vendor that will provide assistance in this process area (including tools, external consultancy or assistance to help with initial high workload during process implementation).

What is the differences between ITIL Incident Management and ITIL Problem Management, here is the explanation in simple comparison:

Process:
Incident Management: Deals with fighting symptoms to incidents

Problem Management: Seeks to remove the causes of incidents permanently from the IT infrastructure.

Interaction
Incident Management: interaction with customers is usually reactive, with the main objective being to find a workaround solution to restore normal services for the customer as soon as possible.

Download Free IT Life Cycle Costs Analysis Tools

Initial Costs. The initial costs of acquiring and deploying a solution
- Hardware, including appliances, additional network equipment (e.g., management network, network taps, load balancers), and hosts for non-appliance components (e.g., consoles)
- Software and software licensing fees for IT components and supporting software (e.g., reporting tools, database software)

Download free ITIL and ISO 20000 Relationship Presentation. This simple relationship diagram explain from
- Deployed Solution: In House Procedures / Work Instructions
- Process Definition: ITIL Best Practice

Download free ITIL / ISO 20000 Incident Response and Handling Procedures Checklists. This simple checklist contain some of the information such as
1. Determine appropriate response.
• Identify the problem
• Initially, assess the situation to determine current status (e.g., Did an incident occur? Is it over? Is it still spreading?)
• Determine if criminal in nature; if so, contact law enforcement; else dispatch the response handler to the scene to preserve evidence
• Determine if keystroke monitoring is required

2. Collect and safeguard the information
• Ensure that audits are turned on (they should be already on) and that they cover the entire period during which the file was accessible