ITIL Service Charter – From Strategy to Design in Service Portfolio Management
Neven Zitek
The ITIL Service Charter is authorization for the design of a new or substantially changed service against which Service Design...
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...
Security incidents – How to approach them using ITIL and ISO 20000
Branimir Valentic
A great deal has already been said about incidents. Actually, I think that I’m not wrong when I say that...
A great deal has already been said about incidents. Actually, I think that I’m not wrong when I say that Incident Management is the most commonly implemented process in IT Service Management (ITSM). And, that’s...
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...
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,...
Choosing four main inputs for the ITIL/ISO 20000 Service Catalogue to avoid bureaucracy
Let me introduce you to Alex, a young engineer who proved his competence and became an important member of his...
Let me introduce you to Alex, a young engineer who proved his competence and became an important member of his organization’s IT Service Management (ITSM) team. He got a new assignment – to create the...
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 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...
ITIL Financial Management – Charging as a moment of truth
When taking part in some of the ICT-related conferences, I meet many people working in many different industries and company...
When taking part in some of the ICT-related conferences, I meet many people working in many different industries and company sizes. Of course, since working environment dictates daily activities and the issues they live with,...
