Demand Management – shaping your supply
Branimir Valentic
So… you started considering a service. Where to begin? It’s easier than you might think: Understand customers’ demand. If you...
So… you started considering a service. Where to begin? It’s easier than you might think: Understand customers’ demand. If you don’t have customers yet, you must predict it. Why? Because if you don’t manage demand,...
Strategy Management for IT Services – holding your steering wheel
There is a process in the scope of ITIL whose results are highly important for the organization, yet the process...
There is a process in the scope of ITIL whose results are highly important for the organization, yet the process is very rarely implemented. It’s Strategy Management for IT Services. Can you imagine an organization...
IT Service Continuity Management – waiting for the big one
Rarely do I find ITIL to be identified with service continuity. Considering the extent of ITIL – it’s understandable. As...
Rarely do I find ITIL to be identified with service continuity. Considering the extent of ITIL – it’s understandable. As the name implies, something shouldn’t be stopped or broken in continuity, as most likely it...
Service Reporting: get the picture, big and small
Drago Topalovic
Service Reporting is important. I will not step through various requirements and recommendations from ISO 20000-1 or ITIL; you are...
Service Reporting is important. I will not step through various requirements and recommendations from ISO 20000-1 or ITIL; you are free to explore them in the original material. In this post, I decided to provide...
Building a world of knowledge – ITIL Knowledge Management
It’s no secret anymore that knowledge is seen as one of the most valuable assets – for individuals, as well...
It’s no secret anymore that knowledge is seen as one of the most valuable assets – for individuals, as well as for organizations. There are many frameworks, standards or methodologies used inside organizations… but they...
ITIL Request Fulfillment: a quick win for customer satisfaction
Service Desk interacts with customers mostly through several key processes. Incident Management is about quickly restoring service to the Customer. Problem Management deals with underlying...
Service Desk interacts with customers mostly through several key processes. Incident Management is about quickly restoring service to the Customer. Problem Management deals with underlying causes of one or more incidents. Change Management processes more or less complicated changes to the IT...
