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ITIL Reactive and Proactive Problem Management: Two sides of the same coin

While ITIL Problem Management has a logical and easy-to-understand description, implementing Problem Management within your own organization is extremely challenging. It happens more often than not, that Problem Management doesn’t produce any of the desired outputs upon implementation. In order to prevent that, you must recognize the importance of both …

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ITIL Glossary

ITIL® may bring a structured, easy-to-understand and easy-to-implement framework, but it also uses clearly defined terminology that enables ITIL experts around the world to understand each other. As in any other field of interest, ITIL terminology also uses terms that may differ from their usual meanings in the English language, …

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IT Service Management

IT Service Management is a practice that focuses on delivering IT services, and those services must be aligned with business needs. It’s a major shift from management of individual IT technologies and components. When we talk about IT Service Management, be aware that many organizations out there still haven’t come …

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ITIL Processes and Functions – the breakdown

The ITIL best practices framework is based around five Service Lifecycle modules: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement, with each of them containing a number of ITIL Processes and Functions within it. In this article we’ll explore processes and functions for each module. The …

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ISO 20000 and ITIL – How are they related?

The ITIL® best practice framework provides excellent guidance for transformation of IT into an IT service-oriented organization, which delivers services aligned with business needs in a cost-effective manner. However, implementation of ITIL doesn’t provide any guarantee that implementation itself is done in the most consistent and best way possible across …

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IT Governance – the basics

The term IT Governance is, at the moment, probably familiar only to those who work in large organizations, or are in contact with them. But it is a very important branch of corporate governance that acts as a bridge between the business and IT. That bridge ensures that long-term consequences …

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List of ITSM Standards and Frameworks

First, let’s establish a clear difference between the terms “ITSM standard” and “ITSM framework”. Standards are sets of clearly defined and measurable rules and requirements that have to be met in order to consider something compliant with the standard in question. Frameworks, or best practices, offer only guideline on the …

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ITIL Intermediate – the next step into the ITIL world

Once you complete the first ITIL training and examination, the ITIL Foundation (if you haven’t, read the ITIL Foundation – all you need to know article), it is strongly recommended that you don’t attempt implementing ITIL practices immediately afterward. There’s a valid reason behind this recommendation, because ITIL Foundation provides only …

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ITIL Foundation – all you need to know

ITIL Foundation is a training course followed by an exam, which upon completion will award you the ITIL Foundation certificate, a valued asset in your personal and professional advancement. The first step into the IT service-oriented world starts with ITIL Foundation. It describes how IT resources should be organized to …

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SLAs, OLAs and UCs in ITIL and ISO 20000

I can’t declare myself to be a fan of contracts and other forms of written agreements. That doesn’t mean that I am against the idea of their existence. As most of you do, so do I have many other issues to resolve and legally written documents are overhead, and therefore …

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Service Improvement Plan – For the sake of improvements

One of the consequences of the progress in technology and applications development is that services are gaining in complexity. So is IT Service Management. IT Service Management (according to ITIL) encompasses altogether 26 processes and 4 functions. There are a lot of companies that practice many of the processes, i.e., …

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Service Level Requirement (SLR) as origin of the SLA content

So, you have customer, with a signed Service Level Agreement (SLA) and a good relationship with him. Excellent! Can you imagine how many customers are served without an SLA? Many. There are different reasons for such a situation, but one thing is certain: it’s not good. I often hear explanations …

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ITIL Capacity Plan – A document you need, but probably don’t have

Many internal IT organizations believe that ITIL and ISO 20000 were made exclusively for large, enterprise-grade organizations, or IT service providers. Well, like it or not, we are all service providers – we just provide services from different places; you can read more on this topic here: ITIL Service Provider types – …

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ITIL Certification Path – list of all available ITIL trainings, exams and certificates

In this article you’ll find list of all ITIL trainings, exams and certifications. We’ll say a few words about the ITIL® Qualification Scheme – rules that govern your ITIL Certification Path, which trainings are available, and when you’ll be awarded the certificate. Before you start, you can read this ITIL …

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