Service Level Management and SLA Design: Building Agreements That Work
Designing service level agreements that are measurable, achievable, and meaningful — SLA structure, SLO versus SLA, underpinning contracts with suppliers, SLA monitoring and reporting, SLA breach management, and the customer review cadence that keeps agreements current.
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Incident Management in Practice: From Logging to Closure
Building an incident management capability that satisfies ISO 20000 and delivers genuine service quality — incident classification and prioritization matrix, SLA target setting by priority, escalation procedures, major incident management, and the incident records that auditors examine during fieldwork.
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Problem Management: Building a Culture of Root Cause Resolution
Implementing effective problem management — reactive problem investigation (root cause analysis for recurring incidents), proactive problem identification (trend analysis), known error management, and the problem records that demonstrate a genuine learning culture rather than incident-only response.
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Change Management and the Change Advisory Board: Controlling the Service Environment
Implementing ISO 20000-compliant change management — the change types, the Change Advisory Board structure and decision authority, change records with full audit trail, post-implementation review, and the change management evidence that demonstrates control over the service environment.
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Configuration Management and the CMDB: Building the Foundation of Service Knowledge
Building and maintaining a Configuration Management Database that supports service management — CI scope definition, CI attributes, relationship mapping, CMDB accuracy verification, and how configuration management underpins incident, change, and problem management effectiveness.
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Continual Improvement in the SMS: From Aspiration to Discipline
Building genuine continual improvement — the improvement register, improvement prioritization, connecting customer satisfaction, incident trends, audit findings, and management review outputs to improvement actions, and measuring whether improvements are achieving their intended effect.
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Customer Satisfaction and Service Review: Keeping the SMS Customer-Centred
Measuring and managing customer satisfaction, designing effective satisfaction surveys, and the formal service review meetings with customers that ISO 20000 requires — with agenda, output documentation, follow-up action tracking, and how satisfaction data connects to SMS improvement.
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