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ITIL Problem Management: getting rid of problems

Albert Einstein: “You can never solve a problem on the level on which it was created.” Problem Management (PM) is one of the oldest processes in ITIL, and one of the processes implementers have a lot of problems with (notice the pun?). It was significantly rewritten in the 2011 edition, …

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Service Design in ITIL

Sahil Lavingia: “Design is shrinking the gap between what a product does and why it exists.” Service Design is the fifth and final lifecycle stage we will discuss in general terms. It logically happens after the Strategy phase and before Transition. During the Design phase we will create new services aligned with strategic …

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Service Transition in ITIL

Isaac Asimov: “Life is pleasant. Death is peaceful. It’s the transition that’s troublesome.“ Service Transition is the stage IT Service Providers are usually most afraid of. Transition is known to be the source of most service downtimes. If Operation is living in peace, Transition is like going to war. When we add, …

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Service Operation in ITIL

Service Operation is a service lifecycle stage where everything happens. Operation is a place where all we did in Strategy, Design and Transition finally makes sense. Operation will show if the job we did in previous stages was successful. If you have all five ITIL books, my bet is that the …

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Government Office sells 51% of ITIL and PRINCE2 to Capita

On April 24th, Francis Maude, Minister for the UK Cabinet Office, announced that the Office made a deal with Capita public limited company to set up a joint venture business based on the government’s Best Management Practice portfolio of ITIL and PRINCE2. The portfolio includes ITIL best practices and PRINCE2 …

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ITIL and ISO/IEC 20000 History: Parallel Worlds

I was interested in the origins of ITIL and ISO 20000, and began looking it up on the internet and in literature. There are bits and pieces of info here and there, rumors and info of questionable quality on forums and blogs. I have managed to collect this information and …

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