ITIL / ISO 20000 RACI matrix – How to use it to clarify responsibilities
Branimir Valentic
Let’s be honest – many people have a problem with taking over responsibility. But, on the other side, almost all...
Let’s be honest – many people have a problem with taking over responsibility. But, on the other side, almost all of us like to know who is doing what and who is responsible for something....
How to overcome barriers while implementing the ITIL/ISO 20000 Change Management process
When talking to the people working in IT Service Management (ITSM), much of the language sounds sophisticated: Incident Management, Service...
When talking to the people working in IT Service Management (ITSM), much of the language sounds sophisticated: Incident Management, Service Desk, escalation, priority, resolved, authorized…etc. But, once we get to Change Management, the tone of...
ITIL Technical and Application Management – where to find experts throughout the lifecycle
Maybe, it will sound challenging, but it’s easier to setup the processes and functions in your IT Service Management (ITSM)...
Maybe, it will sound challenging, but it’s easier to setup the processes and functions in your IT Service Management (ITSM) organization than to manage them in the real life. ITIL provides you with a lot of...
ITIL Incident Management benefits – Simple explanation for your top management
It’s hard to live and work with top management. Either they are in a good mood and willing to discuss...
It’s hard to live and work with top management. Either they are in a good mood and willing to discuss every topic, or you had better avoid any communication. From my experience, you should invest...
ITIL Supplier Management and Service Level Management – How to put the two in balance
The luxury of having vast availability of technology opens another issue – you can’t do it all by yourself. Namely,...
The luxury of having vast availability of technology opens another issue – you can’t do it all by yourself. Namely, it’s a rare situation that a company provides and/or supports service(s) and has all necessary...
ITIL Business Case – How to justify the implementation of the IT service
Starting a new service (or making a significant change to an existing one) almost always has a non-IT beginning. Before you...
Starting a new service (or making a significant change to an existing one) almost always has a non-IT beginning. Before you focus on development, build, test… etc., there are a few important steps in your service...
