ITIL and ISO 20000 – 2013 year in review and what to expect in 2014
Branimir Valentic
Maybe it’s not that common to write a review of events within the ITIL and ISO 20000 domain, but there...
Maybe it’s not that common to write a review of events within the ITIL and ISO 20000 domain, but there are some interesting topics worth mentioning. The fact is that ITIL particularly, but ISO 20000...
Technical Management Function – custodian of your technical expertise
Running (complex) IT services requires knowledge and deep understanding of the technology used. Can an operational team handle it alone?...
Running (complex) IT services requires knowledge and deep understanding of the technology used. Can an operational team handle it alone? Most probably – no. There is a lot of knowledge behind “fulfilling service requirements”....
ITIL Financial Management – To charge or not to charge?
Maybe it sounds simple: “We deliver some services, charge for them and generate profit.” In this context, charging is “just”...
Maybe it sounds simple: “We deliver some services, charge for them and generate profit.” In this context, charging is “just” one step, but in the real world… well, it takes a “few” more things to...
Service Portfolio Management – Services, where do they come from?
I am sure you noticed, throughout the framework, that everything is about service: service availability, capacity, continuity… From my experience,...
I am sure you noticed, throughout the framework, that everything is about service: service availability, capacity, continuity… From my experience, the customer is also (somewhere) in the middle. But no services – no customer. Or…...
Demand Management – shaping your supply
So…you started considering a service. Where to begin? It’s easier than you might think: Understand customers’ demand. If you don’t...
So…you started considering a service. Where to begin? It’s easier than you might think: Understand customers’ demand. If you don’t have customers yet, you must predict it. Why? Because if you don’t manage demand, a...
Strategy Management for IT Services – holding your steering wheel
There is a process in the scope of ITIL whose results are highly important for the organization, yet the process...
There is a process in the scope of ITIL whose results are highly important for the organization, yet the process is very rarely implemented. It’s Strategy Management for IT Services. Can you imagine an organization...
