ITIL – Implementing Knowledge Management
Neven Zitek
When I read Branimir’s article about Knowledge Management within ITIL (which I strongly recommend that you read if you haven’t...
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...
Business Impact Analysis in ITIL – Know what’s important
Branimir Valentic
So, you claim you know your services and you are aligned with the business. Let me ask you a question...
So, you claim you know your services and you are aligned with the business. Let me ask you a question – do you know how your services are supporting business services? Which IT service(s) support...
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...
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...
Service Management System Review – Does it really matter?
So, you have implemented a Service Management System (SMS) according to ISO/IEC 20000. You wonder – does anyone care? “Anyone”...
So, you have implemented a Service Management System (SMS) according to ISO/IEC 20000. You wonder – does anyone care? “Anyone” means your superior. Try, just for few moments, to put yourself in your CIO’s shoes:...
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...
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,...
ITIL and Service Asset Management Part II – managed throughout the lifecycle
Recently, I was taking part in a panel discussion dedicated to Software Asset Management (SAM). A few facts came out...
Recently, I was taking part in a panel discussion dedicated to Software Asset Management (SAM). A few facts came out as certain: it’s a hot topic, everyone has requirements towards SAM (or is already working...
