ISO 20000 Section 8: Resolution Processes
What is it?
Section 8 of the ISO 20000 standards defines Incident Management, Service Request Management, and Problem Management. During this discussion, we will be focusing on how LightEdge manages these processes.
What is required?
Currently, LightEdge is utilizing a custom application called Call Tracker to manage all Incidents, Service Requests, and Problems. This system has suited LightEdge very well over the years and has remained flexible to accommodate changes in the company as processes have been improved.
Going forward, LightEdge will be employing a new system, called N(i)2, to track all of our client interactions from a support and operations perspective. The most important part of this change is that N(i)2 was built from the ground up to be ITIL focused.
What does it mean to you as a client?
What this means is that we will not be spending time trying to align a tool to fit our needs for ISO 20000, but instead the system will fall right in line with our requirements. Within the last week, we deployed the Service Request and Incident tracking modules in N(i)2 and departing Call Tracker.
After a few more weeks, we will be bringing Problem Tracking online, as well. This will greatly improved over our current Problem Tracking in Call Tracker, and help us to better correlate incidents and broader issues together to determine root cause.
N(i)2 is an important strategic step for us as we continue our transition into a fully ISO 20000 compliant company. In our last blog post on this topic, we will focus on the control processes and how they will also fit into our N(i)2 system.