ITIL Customer satisfaction – Design driven by outcomes
Neven Zitek
Any service provider strives to be a “customer-oriented” business. This means that not only are you fulfilling a customer’s needs,...
Any service provider strives to be a “customer-oriented” business. This means that not only are you fulfilling a customer’s needs, but you must take that customer’s entire experience into account when providing a service. A...
Incident Record – you can’t live without it
Branimir Valentic
The Incident Record is a record about all activities and details related to an incident. Very often, the wording “Incident...
The Incident Record is a record about all activities and details related to an incident. Very often, the wording “Incident Ticket” is used. We are talking about the recording of all activities and details related...
ITIL Service Portfolio Management Process Overview
Drago Topalovic
As was mentioned in the previous article Service Portfolio Management – Services, where do they come from?, the main task...
As was mentioned in the previous article Service Portfolio Management – Services, where do they come from?, the main task of the Service portfolio management process is to provide a set of tools for assessing...
Ready, steady… go – Starting ITIL implementation
In my previous blog post Considerations before ITIL implementation we discussed some of the important issues you need to resolve before the...
In my previous blog post Considerations before ITIL implementation we discussed some of the important issues you need to resolve before the implementation starts. If you have taken care of those, then the next step is to...
ITIL Customer-facing vs. supporting services
As an IT Service Provider, according to best practice principles, you should have a list of services you provide. This...
As an IT Service Provider, according to best practice principles, you should have a list of services you provide. This document is called the Service Catalogue, and it’s the first thing you must have in...
Considerations before ITIL implementation
How does one describe ITIL implementation? As a book with many questions (at least, the first few chapters of it)....
How does one describe ITIL implementation? As a book with many questions (at least, the first few chapters of it). The good news is that most of the implementation starts in such a way that...
