What is the job of the Service Desk Manager?
Branimir Valentic
If you think about jobs in IT, many of you would think about technical, routine tasks and spending time in...
If you think about jobs in IT, many of you would think about technical, routine tasks and spending time in front of various terminals. Well, for many of the jobs – this interpretation could be...
Is it possible to calculate ROI for ITIL?
Let’s be honest – IT people and financials don’t like each other. One would say – two separate worlds. Actually,...
Let’s be honest – IT people and financials don’t like each other. One would say – two separate worlds. Actually, it is so. Different data and different kinds of activities equal different mindsets. We could...
12 steps for ISO 20000 implementation
If you dig into the content of ISO 20000-1 (requirements for the Service Management System, i.e., SMS), questions will start...
If you dig into the content of ISO 20000-1 (requirements for the Service Management System, i.e., SMS), questions will start to pop up. And, maybe one of the most interesting ones is certainly “How to...
New ITIL Practitioner Guidance book – what does this mean for your certification and implementation?
ITIL implementation is usually pretty challenging. Hundreds of pages explain processes you want to implement (and need to explore), their...
ITIL implementation is usually pretty challenging. Hundreds of pages explain processes you want to implement (and need to explore), their application in the live environment and struggles with people, processes, and services once you implement...
How much does ISO 20000 implementation cost?
Starting any project can’t go without many questions asked. ISO 20000 is not an exception. One of the mandatory questions, and...
Starting any project can’t go without many questions asked. ISO 20000 is not an exception. One of the mandatory questions, and among the first ones to ask, is – “How much does it cost?” Management is...
Does ISO 20000 guarantee excellence in IT service delivery?
It’s easy to talk to the people who are familiar with ISO standards, i.e., their purpose and pros & cons...
It’s easy to talk to the people who are familiar with ISO standards, i.e., their purpose and pros & cons of the implementation. But, let’s be honest – such people are the minority. There are...
