ITIL and ISO 20000 – 2013 year in review and what to expect in 2014
Branimir Valentic
Maybe it’s not that common to write a review of events within the ITIL and ISO 20000 domain, but there...
Maybe it’s not that common to write a review of events within the ITIL and ISO 20000 domain, but there are some interesting topics worth mentioning. The fact is that ITIL particularly, but ISO 20000...
ITIL Supplier management – the third party you depend on
Neven Zitek
According to my personal experience, anything that touches any part of IT infrastructure, or is even placed in close proximity...
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...
Technical Management Function – custodian of your technical expertise
Running (complex) IT services requires knowledge and deep understanding of the technology used. Can an operational team handle it alone?...
Running (complex) IT services requires knowledge and deep understanding of the technology used. Can an operational team handle it alone? Most probably – no. There is a lot of knowledge behind “fulfilling service requirements”....
ITIL Financial Management – To charge or not to charge?
Maybe it sounds simple: “We deliver some services, charge for them and generate profit.” In this context, charging is “just”...
Maybe it sounds simple: “We deliver some services, charge for them and generate profit.” In this context, charging is “just” one step, but in the real world… well, it takes a “few” more things to...
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....
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...
Service Portfolio Management – Services, where do they come from?
I am sure you noticed, throughout the framework, that everything is about service: service availability, capacity, continuity… From my experience,...
I am sure you noticed, throughout the framework, that everything is about service: service availability, capacity, continuity… From my experience, the customer is also (somewhere) in the middle. But no services – no customer. Or…...
