ITIL Customer satisfaction – Design driven by outcomes
Neven Zitek
Any service provider strives to be a “customer-oriented” business. This means that not only are you fulfilling a customer’s needs,...
Any service provider strives to be a “customer-oriented” business. This means that not only are you fulfilling a customer’s needs, but you must take that customer’s entire experience into account when providing a service. A...
ITIL Customer-facing vs. supporting services
As an IT Service Provider, according to best practice principles, you should have a list of services you provide. This...
As an IT Service Provider, according to best practice principles, you should have a list of services you provide. This document is called the Service Catalogue, and it’s the first thing you must have in...
ITIL Service Desk types
You can find many articles within this blog regarding Service Desk: Service Desk: single point of contact, Service Desk staff – a...
You can find many articles within this blog regarding Service Desk: Service Desk: single point of contact, Service Desk staff – a window to the IT organization or ITIL Incident Management – How to separate roles at different support...
ITIL Continual Service Improvement – don’t lose the momentum
Almost a year ago, Branimir wrote an article about approaching the ITIL CSI process ITIL Continual Service Improvement – the never-ending...
Almost a year ago, Branimir wrote an article about approaching the ITIL CSI process ITIL Continual Service Improvement – the never-ending story, and I believe this is a good time for a follow-up focusing on an...
ITIL Service Level Management – making sure that what you want is what you get
As part of my job responsibilities, I had the opportunity to assess and analyze many different IT organizations. Only a...
As part of my job responsibilities, I had the opportunity to assess and analyze many different IT organizations. Only a few of them have business expectations against the services they provide in written form, and...
ITIL Application Management Lifecycle – within IT Service Lifecycle
Everything we use on our computers and mobile devices are applications of some sort. Even now, as you’re reading this...
Everything we use on our computers and mobile devices are applications of some sort. Even now, as you’re reading this blog post, you are using an application for browsing the web. I’m guessing that you’ve...
