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ITIL Certification

Unlike organization-level certificates (for example: ISO 20000), ITIL® certification benefits the individual in his personal carrier plan, ergo making you more valuable in the eyes of current or future employers. ITIL certification enhances the competitive edge of IT managers, directors and consultants as well. It stands as a display of …

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ITIL CSI 7-step improvement process: Start gathering the data

Within the previous article ITIL CSI 7-step improvement process: What is it all about? we gave general information regarding the core of the ITIL CSI: 7-step improvement process. In my honest opinion, this process is the main driver within the Continual Service Improvement (CSI) part of the service lifecycle, and therefore, it …

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ITIL CSI 7-step improvement process: What is it all about?

The core purpose of IT Service Management (ITSM) is to provide the best possible services for the lowest possible cost, while providing value to customers. But, while ITSM-oriented organizations generally can cope with the concept of the “best possible services” and “lowest possible cost,” “value” is still the elusive term shrouded …

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ITIL Strategy Plan – Are you sure you have this document?

I will start with a quote from Carl von Clausewitz: “Everything in strategy is very simple, but that does not mean that everything is very easy,” and personally, I couldn’t agree more. Most IT organizations are run by engineers who are accustomed to a practical way of thinking, i.e., focused …

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

Just by casually reading our blog, you can pretty much get all the basic info regarding core ITIL modules from Service Operation, Service Transition, Service Design, or Service Strategy. IT organizations are generally most interested in Service Operation, but individual modules within the ITIL framework are so delicately interconnected that without …

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Is the NOC (Network Operations Center) still viable according to ITIL?

There are still IT organizations with the Network Operating Center (NOC) name and designation, with varying sets of organizational structures, operating levels, and responsibilities. This raises several very important questions (which are going to be the topic of today’s article): What is an NOC? Is there a place for it …

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ITIL Reactive and Proactive Capacity Management

Even though ITIL Capacity Management is part of Service Design, it extends across the service lifecycle. With all major service features and constraints defined within Service Strategy patterns of business activity (PBA), levels of service (LOS), and service level packages (SLPs), it’s up to Capacity Management to ensure cost-justifiable IT capacity for …

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ITIL Event Management – Entry point of Service Operation

How do you find out that there is an issue with your IT infrastructure and/or services? If your answer exclusively relies on end-users reporting issues to the Service Desk, you may want to learn more about an interesting ITIL Service Operations chapter – Event Management. Monitoring is not Event Management An …

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ITIL – Change Evaluation Process

Within the ITIL service management framework, everything is considered to be a change – whether we add new users and user groups (standard change), or introduce new equipment and services to the existing environment (normal change). But, some changes require special care because they either transform the current landscape, or change …

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ITIL – Service Validation and Testing

IT technicians’ and engineers’ love for “instant deployment” mechanisms has already been the topic of a previous article: ITIL Release and Deployment Management Part I – General principles and service testing, but instead of yet another elaborate rant based on negative examples in order to make the point, I’ll tell …

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ITIL – Service Level Agreements: Designing frameworks

In my previous Service Level related article (ITIL Service Level Management – making sure that what you want is what you get), I’ve tried to emphasize the importance of Service Level Management. If that article got you thinking about the topic of SLA, then we have a treat for you; …

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ITIL – Service Provisioning: Shared model

Every now and then, I get that ultimate ITSM question: “Why should my organization implement ITIL principles?” And while there are many non-financial benefits to implementing ITIL (such as service quality or transition readiness), for any organization the most compelling are the financial benefits, which we’ll be discussing within this week’s …

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ITIL – Implementing Knowledge Management

When I read Branimir’s article about Knowledge Management within ITIL (which I strongly recommend that you read if you haven’t already), Building a world of knowledge – ITIL Knowledge Management, one thing immediately came to my attention: “Technicians keep everything local, either on their laptops, in their mail inboxes or …

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ITIL – Framing the value of services (part II)

In my previous article, ITIL – Framing the value of services (part I), using the Help Desk (or Service Desk) as a service example, we’ve established that value is a byproduct of service outcomes, and not the service itself. With both tangible and intangible service outcomes, value comes mainly from utility …

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