PRACTICAL PERSPECTIVES
ITSM insights.
Questions worth asking before you change your service management.
Short practical perspectives by João Costa, updated 7 October 2026.
CONFIGURATION MANAGEMENT
What should your CMDB contain for SaaS, PaaS and IaaS?
Start with decisions and service relationships, then define the data you can maintain.
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ITIL and ISO/IEC 20000: different roles, shared objectives
Use practical guidance and management-system requirements together without confusing their roles.
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ISO/IEC 20000 and subcontracted service providers
Make responsibilities and evidence clear across the service supply chain.
Read the perspectiveITSM TOOLING
How to evaluate AI capabilities in an ITSM tool RFP
Move from feature claims to realistic tests, controls and measurable value.
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