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HIGHLIGHTS
BENEFITS OF BUNDLE
BUNDLE DESCRIPTION
This document establishes an Request Fulfilment (RF) process according to ITSM best practice and ISO 20000. (Word document including Visio diagram of the process , Power Point presentation of the process)
This document introduces the Incident Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.
THERE ARE 2 PRODUCTS ARE IN THIS BUNDLE:
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This document establishes an Request Fulfilment (RF) process according to ITSM best practice and ISO 20000. (Word document including Visio diagram of the... [read more]
Individual Price: $40.00
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Request Fulfilment Process is a part of Service Operation .
This Document contains detailed description of the Request Fulfilment Process, including process steps, roles,... [read more]
Individual Price: $25.00
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Got a question about the product? Email us at [email protected] or ask the author directly by using the "Ask the Author a Question" form.
ABOUT THE AUTHOR: IVANA NISSEN
Ivana Nissen is an experienced Director with extensive experience in the Management Consulting industry, specializing in Business Process Design, IT Service Management, and IT Strategy. Ivana has a Master of Science (MSc) in Mathematics and Computer Science.
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Qualifications:
ITIL v3 accredited trainer (2008 - today)
ITIL v2 accredited trainer (2003 - 2007)
ITIL consultant (2003 - today)
Service Desk Institute auditor (2004 - today)
Service Desk Institute consultant (2004 - today)
Certificates:
ITIL v3 Intermediate Qualification: Service Design (2011)
ITIL v3 Intermediate Qualification: Continual Service Improvement (2011)
ITIL v3 Intermediate Qualification: Service Strategy (2010)
ITIL v3 Intermediate Qualification: Service Transition (2010)
ITIL v3 Expert (2009)
ITIL v3 Managers Bridge (2009)
ITIL v3 Intermediate Qualification: Service Offerings and Agreements (2009)
ITIL v3 Intermediate Qualification: Operational Support and Analysis (2009)
ITIL v3 Intermediate Qualification: Service Operation (2009)
ITIL v3 Foundation (2008)
ITIL v2 Service Manager (2004)
Help Desk Analyst (2004)
Help Desk Manager (2004)
ITIL v2 Foundation (2003)
Ivana Nissen has published 27 additional documents on Flevy.
DETAILS
This business document is categorized under the function(s): Information Technology ITSM
It applies to All Industries
Purchase includes lifetime product updates. After your purchase, you will receive an email to download the documents in this bundle.
Initial upload date (first version): Dec 20, 2017
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