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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 Operation: Service Desk objectives) Why is it so important? A Service Desk needs to capture ticket data in order to enable proper staff allocation, to improve/enable Problem Management, to empower …

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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 a number of issues we could address in depth. Major incident management is one of them, and due to its significant impact and visibility, it deserves a few more words. …

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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 Advisory Board (CAB) plays a major role in the initiating phase of change management, so a few more things should be said about it here. ISO/IEC 20000 is a process-oriented standard …

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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 beginning: “An incident is an unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a CI that has not yet …

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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 be a good time to address IT Operations Management. What does it do? IT Operations Management is a functional team of people “responsible for day-to-day maintenance and management of organization’s …

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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, poor logic, lack of structure. It was a very boring book even for a mature IT Manager. In 2011 it is still not much more entertaining; in the evening, it …

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Business Relationship Management through the ITIL Lifecycle

We touched on the Business Relationship Management (BR Management) process briefly in my last post. Because we said that this process is so important for the mutual understanding of the Business and the IT, a few more words should be said about the interaction between it and other ITIL lifecycle processes. To …

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Service Desk: Single point of contact

Service Desk function is one of the best designed and described features in ITIL. One of the proofs of its maturity is the fact that just a few cosmetic changes happened in the text during the last 2011 refresh. I strongly recommend taking the ITIL® Service Operation book very seriously, and especially …

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Design and transition of new or changed services in ISO 20000

I would like to quickly address an interesting set of requirements under 5. Design and transition of new or changed services in ISO/IEC 20000. This chapter deals with changes of an existing service pool, a process which can create quite a bit of disturbance in a service provider’s service management …

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ITIL Service Portfolio Management Process Overview

As was mentioned in the previous article Service Portfolio Management – Services, where do they come from?, the main task of the Service portfolio management process is to provide a set of tools for assessing and approval of new or changed services, and to manage the IT services throughout their …

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ITIL Business Relationship Management – Know your customer

Business Relationship Management (BR Management) is a newly defined process introduced in ITIL 2011. Although it is not one of the mature key processes, it is absolutely crucial for IT service management. Therefore, it is also addressed in ISO/IEC 20000 as one of the relationship processes, however in this article …

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Why ISO/IEC 20000: Reasons to certify

When we consider the implementation of best practices and standards in service management, the first thing we have to consider is the motive.

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Service Reporting: get the picture, big and small

Service Reporting is important. I will not step through various requirements and recommendations from ISO 20000-1 or ITIL; you are free to explore them in the original material. In this post, I decided to provide a few bits of experience and things I find important considering Service Reporting. For important …

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ITIL Request Fulfillment: a quick win for customer satisfaction

Service Desk interacts with customers mostly through several key processes. Incident Management is about quickly restoring service to the Customer. Problem Management deals with underlying causes of one or more incidents. Change Management processes more or less complicated changes to the IT infrastructure.

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