ITIL Service Provider types – Type I: Internal service provider
Neven Zitek
Even today, with the widely accepted “IT Service Provider” concept, we still need to acknowledge that there are several different...
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,...
ITIL and ISO 20000 Problem Management – Organizing for problem resolution
Branimir Valentic
Remember this situation? You’re running Windows. The blue screen forces you to reboot your PC. And then it happens again....
Remember this situation? You’re running Windows. The blue screen forces you to reboot your PC. And then it happens again....
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...
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...
Design and transition of new or changed services in ISO 20000
Drago Topalovic
I would like to quickly address an interesting set of requirements under 5. Design and transition of new or changed...
I would like to quickly address an interesting set of requirements under 5. Design and transition of new or changed services in ISO/IEC 20000. This chapter deals with changes of an existing service pool, a...
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,...
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...
Incident Record – you can’t live without it
The Incident Record is a record about all activities and details related to an incident. Very often, the wording “Incident...
The Incident Record is a record about all activities and details related to an incident. Very often, the wording “Incident Ticket” is used. We are talking about the recording of all activities and details related...
