Service Management System Review – Does it really matter?
Branimir Valentic
So, you have implemented a Service Management System (SMS) according to ISO/IEC 20000. You wonder – does anyone care? “Anyone”...
So, you have implemented a Service Management System (SMS) according to ISO/IEC 20000. You wonder – does anyone care? “Anyone” means your superior. Try, just for few moments, to put yourself in your CIO’s shoes:...
ITIL and Service Asset Management Part II – managed throughout the lifecycle
Recently, I was taking part in a panel discussion dedicated to Software Asset Management (SAM). A few facts came out...
Recently, I was taking part in a panel discussion dedicated to Software Asset Management (SAM). A few facts came out as certain: it’s a hot topic, everyone has requirements towards SAM (or is already working...
ITIL and Service Asset Management Part I – Growing Importance
When we speak about ITIL topics, we often mention configuration, Configuration Item (CI), Configuration Management Database (CMDB), or the Service...
When we speak about ITIL topics, we often mention configuration, Configuration Item (CI), Configuration Management Database (CMDB), or the Service Asset and Configuration Management (SACM) process. This is because we are talking about services and...
ITIL Service Design Package – everything under one roof
It would be easy to say that the Service Design phase of the service lifecycle only cares about design of the...
It would be easy to say that the Service Design phase of the service lifecycle only cares about design of the service, and – that’s it. Actually, it’s more complex than that. Namely, Service Design has...
ITIL and ISO 20000 Problem Management – Organizing for problem resolution
Remember this situation? You’re running Windows. The blue screen forces you to reboot your PC. And then it happens again....
Remember this situation? You’re running Windows. The blue screen forces you to reboot your PC. And then it happens again....
Incident Record – you can’t live without it
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...
