A trip of 1,000 miles begins with the first step – Initial diagnosis of an incident
Branimir Valentic
So, an incident occurred. Service is affected. If you are lucky, event monitoring tools are in place and you will...
So, an incident occurred. Service is affected. If you are lucky, event monitoring tools are in place and you will notice the incident before users do. Unfortunately, according to my experience, most incidents are reported...
Knowing your herd – Service Asset and Configuration Management (SACM)
Are you able to tell the exact time if you are looking at two watches? Certainly not. It’s the same...
Are you able to tell the exact time if you are looking at two watches? Certainly not. It’s the same with having overview and manage your assets. If you have same service asset in more...
Incident Management in ITIL – solid foundations of operational processes
I am sure that you have heard users of an IT service say that they have problems, errors, malfunctioning or...
I am sure that you have heard users of an IT service say that they have problems, errors, malfunctioning or something similar when there is degradation in the service. Based on ITIL methodology, they are...
Elements of Change Management in ITIL
If there is a nightmare in IT Service Management, its name is Change. It’s not only that people are, generally,...
If there is a nightmare in IT Service Management, its name is Change. It’s not only that people are, generally, reluctant to changes. Changes impose high levels of risk and no one likes disruption in...
ITIL Continual Service Improvement – the never-ending story
Business needs are changing. It’s happening today and it will happen tomorrow. This isn’t exactly breaking news, but continual alignment...
Business needs are changing. It’s happening today and it will happen tomorrow. This isn’t exactly breaking news, but continual alignment and re-alignment of IT services as a business changes may be a surprise to some...
Facing reality – Measurements in ITIL
The old saying “If you can’t measure it – you can’t manage it” is quite truthful. How can you know...
The old saying “If you can’t measure it – you can’t manage it” is quite truthful. How can you know if you have to push the brake or if you have to speed up, if...
