ITIL & Accounting in IT organizations – not even half as boring as it sounds!
Neven Zitek
As a part of my job-related responsibilities, I’ve performed many IT due diligence analyses for customers, and one of the...
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...
Service Desk staff – a window to the IT organization
Branimir Valentic
Maybe it sounds easy: hire a few people, teach them about the services we provide, tell them to be nice...
Maybe it sounds easy: hire a few people, teach them about the services we provide, tell them to be nice to the users… and there you go – Service Desk staff is in place. Or...
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...
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...
Known Errors – repetitio est mater studiorum? Not in this case.
“Reinventing the wheel.” – We often use this saying in everyday life, but did you know that it’s valid in...
“Reinventing the wheel.” – We often use this saying in everyday life, but did you know that it’s valid in IT Service Management, i.e. ITIL, as well? Let me recall a common situation: your users...
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...
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...
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...
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...
