The ISO 20000 / ISO20000 Resolution Process

 

ISO 20000

CONTENTS

 

Both Parts of ISO 20000

A PDF copy of each part of the standard itself 

 

The Service Delivery Library

An comprehensive series of documents and templates to support the service delivery process, including SLA templates.

 

The Relationship Process Library

Key templates and documents to support the relationship process

 

The Resolution Process Library

An comprehensive series of documents and templates to support the service delivery process

 

The Control Process Library

An comprehensive series of documents and templates to support the control process

 

The Release Process Library

An comprehensive series of documents and templates to support the release process

 

The ISO 20000 Process Sheets

The ISO 20000 processes distilled into a series of easy to use graphical reference sheets. 

 

The ISO 20000 Training Presentations

A PowerPoint introduction for executive management. 

 

ISO 20000 Compliance Assessment Kit

An Excel based kit to measure assessment against ITSM processes. 

 

The ISO 20000 Strategy Template

A template document detailing the case for ISO 20000 from a strategic viewpoint. 

 

A Sample Outsourcing Agreement and Various Bonus Items

A range of additional support materials.

 

PURCHASE
THE TOOLKIT

The ISO 20000 Toolkit On Your PC

The entire toolkit can be purchased online and downloaded straight to your PC. Simply visit our

ISO 20000  Purchase Page

 

 

The Resolution Process

 

The ISO 20000 Resolution Process Library

 

 

This is a library of items and materials to support the resolution process. The following items are included (see samples at the end):

 

  1. Incident Management Category definition – you will not be left wondering about the information that needs to be considered when incidents flow into the Service Provider. This template gives you the topics that need to be considered. Useful if building your own incident management system or evaluating third parties.
  2. Incident Management Incident ticket template – provides you with a wealth of considerations regarding the inclusions for your actual incident ticket. This template proves the value in having experienced IT Service Managers prepare this toolkit for you.
  3. Incident Management Process Manager – a concise description of the role and responsibilities for the person that will be assigned to manage this process.
  4. Problem Management Problem Ticket template – a situation where we do not know what is causing an issue is called a Problem. We need to gather information about the problem to help in its analysis and diagnosis. This template gives you the basis for that data gathering exercise.
  5. Problem Management Known Error Ticket template – once the cause of a problem is discovered we have a “known error”. This template helps us make the transition from Problem to Known error, where we can start to actually deal with the cause.
  6. Problem Management Process Manager – the Problem Manager has a very close relationship with the Incident Manager. However, it is wise to be able to separate the two roles. Use this list to highlight the differences between Problem and Incident Manager.
  7. Problem Management Known Error Category Definition – this valuable list of codes allows you to understand the many different symptoms, causes and resolutions that can be associated in the resolution of infrastructure problems.

 

The following are just a handful of extracts from this outstanding collection:

 

 

 

 

 

 

 

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