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ISO-20000-ITIL-blog

All posts by: Drago Topalovic

All about Incident Classification
The first task of a Service Desk is “Logging all relevant incident/service request details, allocating categorization and prioritization codes.” (ITIL Service...
The first task of a Service Desk is “Logging all relevant incident/service request details, allocating categorization and prioritization codes.” (ITIL Service Operation: Service Desk objectives) Why is it so important? A Service Desk needs to capture...
Major Incident Management – when the going gets tough…
Various authors have discussed Incident Management here on several occasions. Being one of the most elaborated key functions, there are...
Various authors have discussed Incident Management here on several occasions. Being one of the most elaborated key functions, there are a number of issues we could address in depth. Major incident management is one of...
Change Advisory Board in ITIL – advise, approve or what?
Change Management is a key ITIL Transition stage process and one of the most important processes in service management. The Change...
Change Management is a key ITIL Transition stage process and one of the most important processes in service management. The Change Advisory Board (CAB) plays a major role in the initiating phase of change management, so a...
Incident resolution and closure: Waiting for the fat lady to sing
As I have learned during all my years in IT Service Management, it is always good to start at the...
As I have learned during all my years in IT Service Management, it is always good to start at the beginning: “An incident is an unplanned interruption to an IT service or reduction in the...
IT Operations Management Function in ITIL
As it is mentioned in this Service Operation article, ITIL defines four functions. We have described the Service Desk function briefly; now it would...
As it is mentioned in this Service Operation article, ITIL defines four functions. We have described the Service Desk function briefly; now it would be a good time to address IT Operations Management. What does it do? IT Operations...
ITIL Service Strategy: What and Why of ITSM
Service Strategy is the most thoroughly rewritten book in the 2011 edition. From the start it had its problems: ambiguity,...
Service Strategy is the most thoroughly rewritten book in the 2011 edition. From the start it had its problems: ambiguity, poor logic, lack of structure. It was a very boring book even for a mature...