Post Implementation Review – Buzzword, or mighty tool?
Branimir Valentic
I remember this situation of one of my clients: change was implemented and the spotlight shifted to Incident Management (you...
I remember this situation of one of my clients: change was implemented and the spotlight shifted to Incident Management (you guessed it – resolving incidents that arose as a consequence of the change). It’s not...
ITIL – Service Level Agreements: Designing frameworks
Neven Zitek
In my previous Service Level related article (ITIL Service Level Management – making sure that what you want is what...
In my previous Service Level related article (ITIL Service Level Management – making sure that what you want is what you get), I’ve tried to emphasize the importance of Service Level Management. If that article...
Early Life Support – Live environment introduction made easy
I think we would agree that if your organization wants to support a newly developed service, there is a lot...
I think we would agree that if your organization wants to support a newly developed service, there is a lot of know-how, in respect to that service, needed. The point is, when the service goes...
ITIL – Service Provisioning: Shared model
Every now and then, I get that ultimate ITSM question: “Why should my organization implement ITIL principles?” And while there...
Every now and then, I get that ultimate ITSM question: “Why should my organization implement ITIL principles?” And while there are many non-financial benefits to implementing ITIL (such as service quality or transition readiness), for any...
ITIL – Implementing Knowledge Management
When I read Branimir’s article about Knowledge Management within ITIL (which I strongly recommend that you read if you haven’t...
When I read Branimir’s article about Knowledge Management within ITIL (which I strongly recommend that you read if you haven’t already), Building a world of knowledge – ITIL Knowledge Management, one thing immediately came to...
Business Impact Analysis in ITIL – Know what’s important
So, you claim you know your services and you are aligned with the business. Let me ask you a question...
So, you claim you know your services and you are aligned with the business. Let me ask you a question – do you know how your services are supporting business services? Which IT service(s) support...
