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How to manage Emergency Changes as part of ITIL Change Management

Everything in IT Service Management is a change, and the goal of Change Management is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes. This is in order to minimize the impact of change-related incidents on service quality, and consequently, to improve the …

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How to use ITIL to prepare the Service Asset & Configuration Management Plan

My personal view on ITSM was always in favor of Change Management being at the center of IT operations, because it enables you to perform changes in a controlled manner, allowing beneficial changes to be implemented with minimal (or no) disruptions to the service. Because everything we do can be …

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ITIL Transition – All about testing in Release and Deployment Management

In some of our previous articles, we’ve already been discussing Release and Deployment Management, but in this week’s blog post I’d like to expand the topic a bit and share some information specifically regarding testing during Service Transition. Before we continue, I suggest that you read the following articles on …

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ITIL Service Charter – From Strategy to Design in Service Portfolio Management

The ITIL Service Charter is authorization for the design of a new or substantially changed service against which Service Design progress is measured. As mentioned on numerous occasions, most IT organizations run their daily routine around “core” ITIL processes from the Service Operations part of the service lifecycle: Event Management, …

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How to coordinate the design and transition of services according to ITIL

Imagine designing a new generic service, such as e-mail, for example. Even before we start designing the service, we’d need to find out how it will be used and for what type of communication (internal, external, automated, messaging and/or document sharing, etc.). Will it have to support calendar and task …

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ITIL Risk response measures and recovery options from catastrophic events

IT Service Continuity is one of those ITIL chapters that emphasizes the strong relationship between business needs (and requirements) and the IT service provider, because once a worst-case scenario happens – everything after that will either look like a well-performed ballet or someone’s worst nightmare. One of the key areas that …

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5 excuses why IT organizations avoid ITIL implementation

In my line of work, even in this day and age I come across many IT organizations that don’t follow any ITSM guidelines or principles. With a long history and widespread adoption within the industry, ITIL is certainly the most appealing solution for ITSM implementation. Of course, ISO 20000 is …

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ITIL CSI 7-step improvement process: How to analyze and present findings

So far, we’ve established the purpose of the ITIL CSI 7-step improvement process (you can catch up by reading the following article if you haven’t already: ITIL CSI 7-step improvement process: What is it all about?), and we’ve made all necessary preparations along with data gathering as described in ITIL …

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Free tools for ITSM – supporting IT Service Management for zero tool cost

Any application or computer program that enables you to run one or more IT Service Management processes is considered to be an ITSM tool. As with any application or program, there are a great number of both commercial and free tools for ITSM. In a small IT organization, parts of …

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How to implement ITIL

ITIL® is probably the most adopted and most widely used approach for IT Service Management. It’s service based, easy to understand and follow, and there are lots of documentation, training and consulting available on the market that will help you get started. ITIL can be used either to transform a …

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ITIL Incident Management – How to separate roles at different support levels

Can you remember the days when each company employee used to have “his/her personal support IT guy”, or at least a “favorite IT guy” they would call in any situation they thought even remotely related to IT? I was always impressed by the amount of free coffee that “favorite IT …

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What ITIL roles can be combined in one person?

Just by looking at the sheer number of ITIL functions and roles may leave you wondering – how do you fit a limited number of IT staff into so many roles? It’s obvious that one person will act in several roles, but how do you optimally combine them? Of course, …

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ITIL Incident Management

Any unplanned interruption or service degradation is, according to ITIL, considered to be an incident. So once incident happens, and they will, the primary goal of ITIL Incident Management is to restore service as quickly as possible in order to minimize the business impact. Any event that disrupts or could …

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ITIL V3 Change Management – at the heart of Service Management

ITIL® Change Management is one of my favorite – and, in my opinion, most exciting – processes within the ITIL best practices framework, and an important part of IT Service Management. By definition, a service change is any addition (installation), modification or removal of anything that has an effect on …

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