ITIL Service Operations – From development to maintenance without headaches
Branimir Valentic
I agree that it’s not easy to finish the development of a new service or implement significant change to an...
I agree that it’s not easy to finish the development of a new service or implement significant change to an existing one. But, once you are finished and ready to go live, i.e., enter the...
Security incidents – How to approach them using ITIL and ISO 20000
A great deal has already been said about incidents. Actually, I think that I’m not wrong when I say that...
A great deal has already been said about incidents. Actually, I think that I’m not wrong when I say that Incident Management is the most commonly implemented process in IT Service Management (ITSM). And, that’s...
Choosing four main inputs for the ITIL/ISO 20000 Service Catalogue to avoid bureaucracy
Let me introduce you to Alex, a young engineer who proved his competence and became an important member of his...
Let me introduce you to Alex, a young engineer who proved his competence and became an important member of his organization’s IT Service Management (ITSM) team. He got a new assignment – to create the...
ITIL Financial Management – Charging as a moment of truth
When taking part in some of the ICT-related conferences, I meet many people working in many different industries and company...
When taking part in some of the ICT-related conferences, I meet many people working in many different industries and company sizes. Of course, since working environment dictates daily activities and the issues they live with,...
How to measure Incident Management efficiency according to ITIL
I remember a situation when most of the users were quite satisfied with the functionality of a service, but when...
I remember a situation when most of the users were quite satisfied with the functionality of a service, but when things got tough – completely different situation. There were a lot of complaints about the...
ITIL/ISO 20000 Request for Change – Your steering wheel throughout the change lifecycle
It’s no big secret that changes are one of the most common sources of incidents, and one of the trickiest...
It’s no big secret that changes are one of the most common sources of incidents, and one of the trickiest parts of everyday life inside an IT organization. We could argue about many possible reasons...
