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ITIL Access Management – where do you think you’re going?

As part of an IT organization, how would you rate your relationship with the Human Resources (HR) department? If your answer is “good,” I’ll assume that you joined your IT organization very recently. As far as I can tell, it has been a constant battle between HR and IT regarding …

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ITIL Release and Deployment Management Part 2 – deployment methods and early life support

For those of you who just tuned in, note that there is a part one of this article: ITIL Release and Deployment Management Part I – General principles and service testing, so I suggest that you read part one first, if you haven’t already. And, before we continue, allow me to …

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ITIL Release and Deployment Management Part I – General principles and service testing

I’m sure that I’m not the only witness of the “instant service deployment” practice, which is most noticeable in a MS Windows® environment where software used for service delivery (Active Directory, file sharing, e-mail, etc.) is providing system administrators with easy-to-use installation wizards. These methods of software installation have been proven, …

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ITIL Supplier management – the third party you depend on

According to my personal experience, anything that touches any part of IT infrastructure, or is even placed in close proximity to IT infrastructure, becomes the responsibility of IT. That last part is a joke, of course, but how do you handle equipment, such as tracking of working hours, that is …

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Communication inside IT Service Management team – setup of joint vocabulary and criteria

The most known quote in the world: “Houston, we have a problem,” was spoken by Apollo 13’s Commander Jim Lovell. (Actually, he said, “Houston, we’ve had a problem,” but that’s not what we will discuss today.) This quote is one of the best examples of the distinction between ITIL terminology …

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