ITSM
Skill packages tagged with “ITSM”
ISO 20000 Incident and Service Request Management
Establish incident and service request management for ISO/IEC 20000-1:2011 Clause 8.1 -- incident lifecycle, priority matrix, escalation procedures, major incident handling, and service request fulfillment.
ISO 20000 Problem Management
Establish problem management for ISO/IEC 20000-1:2011 Clause 8.2 -- root cause analysis, known error database, proactive problem identification, and integration with incident and change management.
ISO 20000-1 Change Management (Clause 9.2)
Establish change management for ISO/IEC 20000-1:2011 Clause 9.2. Define change types, lifecycle stages, CAB structure, emergency procedures, and process integrations.
ISO 20000-1 Configuration Management (Clause 9.1)
Establish configuration management and the CMDB for ISO/IEC 20000-1:2011 Clause 9.1. Define CI types, attributes, naming conventions, CMDB structure, CI lifecycle, and verification procedures.
ISO 20000-1 Release and Deployment Management (Clause 9.3)
Establish release and deployment management for ISO/IEC 20000-1:2011 Clause 9.3. Define release types, deployment procedures, acceptance criteria, and rollback procedures.