CALL US 1-888-553-2256
CountryCountry

ITIL strategy – Framing the value of services (part I)

In this day and age, I still see many organizations that operate their IT departments as just that: IT departments – a group of employees who have the required know-how for operating a network, servers, client computers, and associated application software.  They are mostly unaware that they provide services to …

Read More ...

ITIL Definitive Software Library and Definitive Hardware Store

On one side we have business operations, which rely on well-established processes, with little or no room for deviations. And on the other side is IT, which is supporting those operations as one of the fastest changing industries in the world. And within the IT, there are not only technology-based …

Read More ...

Vital Business Function according to ITIL principles

Whenever I’ve become engaged in conversation regarding Vital Business Function (VBF), at first it looks like everyone knows what it is. As conversation progresses, several variations, or very different definitions appear, after which a “Google race” starts in order to find out which one is the closest to the ITIL …

Read More ...

ITIL Service Provider types – Type 3 or External Service Provider

This blog post will be the final part of our “ITIL Service Provider types” mini-series. Now would be a great time to read previous articles, if you haven’t already done so: Type I – Internal Service Provider. Type II – Shared Services Unit. Type III – External Service Provider. Here’s …

Read More ...

ITIL Service Provider types – Type 2 or Shared Services Unit

Within the last blog post, we’ve established that there are there major archetypes of IT Service Providers within ITIL best practices: Type I – Internal Service Provider. Type II – Shared Services Unit. Type III – External Service Provider. Type I Service Providers are responsible for providing non-core business services (HR, …

Read More ...

ITIL Service Provider types – Type I: Internal service provider

Even today, with the widely accepted “IT Service Provider” concept, we still need to acknowledge that there are several different archetypes of Service Providers. While most aspects of Service Management apply to all of them, some types have different meanings or require different approaches depending on which Service Provider business …

Read More ...

ITIL Service Automation – Are we even needed any more?

Once upon a time, if an end user had a computer-related issue, IT support had to leave their desk and pay a visit to the end user. That end user might be located in the office next door, in a neighboring building, or in a town 300 km away. Therefore, …

Read More ...

ITIL Customer satisfaction – Design driven by outcomes

Any service provider strives to be a “customer-oriented” business. This means that not only are you fulfilling a customer’s needs, but you must take that customer’s entire experience into account when providing a service. A customer’s satisfaction with the services provided is an extremely important experience outcome, so we flood …

Read More ...

ITIL Customer-facing vs. supporting services

As an IT Service Provider, according to best practice principles, you should have a list of services you provide. This document is called the Service Catalogue, and it’s the first thing you must have in order to be in the business (you can get more information on the topic from …

Read More ...

ITIL Service Desk types

You can find many articles within this blog regarding Service Desk: Service Desk: single point of contact, Service Desk staff – a window to the IT organization or ITIL Incident Management – How to separate roles at different support levels, just to name a few. Therefore, I believe this is a good time to …

Read More ...

ITIL Continual Service Improvement – don’t lose the momentum

Almost a year ago, Branimir wrote an article about approaching the ITIL CSI process ITIL Continual Service Improvement – the never-ending story, and I believe this is a good time for a follow-up focusing on an overview of CSI, challenges regarding CSI implementation, and finding value beyond simple ROI calculation.

Read More ...

ITIL Service Level Management – making sure that what you want is what you get

As part of my job responsibilities, I had the opportunity to assess and analyze many different IT organizations. Only a few of them have business expectations against the services they provide in written form, and others operate under a loose interpretation of what businesses might expect, which changes on a …

Read More ...

ITIL Application Management Lifecycle – within IT Service Lifecycle

Everything we use on our computers and mobile devices are applications of some sort. Even now, as you’re reading this blog post, you are using an application for browsing the web. I’m guessing that you’ve sent and received several e-mail messages today using e-mail application software, and probably used a …

Read More ...

ITIL & Accounting in IT organizations – not even half as boring as it sounds!

As a part of my job-related responsibilities, I’ve performed many IT due diligence analyses for customers, and one of the biggest problems I’ve encountered was identifying customers’ true IT costs. You’d imagine the process would be as simple as asking the finance department and acquiring accounting information, and you’d be …

Read More ...

OUR CLIENTS

OUR PARTNERS

  • Advisera is Exemplar Global Certified TPECS Provider for the IS, QM, EM, TL and AU Competency Units.
  • ITIL® is a registered trade mark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.
  • DNV GL Business Assurance is one of the leading providers of accredited management systems certification.