How to measure Incident Management efficiency according to ITIL
Branimir Valentic
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...
5 excuses why IT organizations avoid ITIL implementation
Neven Zitek
In my line of work, even in this day and age I come across many IT organizations that don’t follow...
In my line of work, even in this day and age I come across many IT organizations that don’t follow any ITSM guidelines or principles. With a long history and widespread adoption within the industry,...
How ITIL can help cloud services
Cloud-based services, in comparison to traditionally delivered IT services (i.e., implemented in-house), changed the way people consume services. That’s particularly...
Cloud-based services, in comparison to traditionally delivered IT services (i.e., implemented in-house), changed the way people consume services. That’s particularly true for small businesses, which gained significant value because the cloud enabled them to use...
ITIL CSI 7-step improvement process: How to analyze and present findings
So far, we’ve established the purpose of the ITIL CSI 7-step improvement process (you can catch up by reading the...
So far, we’ve established the purpose of the ITIL CSI 7-step improvement process (you can catch up by reading the following article if you haven’t already: ITIL CSI 7-step improvement process: What is it all...
Three main activities to set up ITIL Service Asset and Configuration Management
Starting from scratch gives you the opportunity to set things up as you find appropriate. This is also true for...
Starting from scratch gives you the opportunity to set things up as you find appropriate. This is also true for processes. The first time I had a project task to establish a Service Asset and...
