Availability Management – calculating for improvement
Branimir Valentic
By providing IT services, a service provider creates value that a customer receives. To avoid a gap between (customer) expectations...
By providing IT services, a service provider creates value that a customer receives. To avoid a gap between (customer) expectations and reality (of how services are provided), the value created should be measured. There are...
ITIL Problem Management: getting rid of problems
Drago Topalovic
Albert Einstein: “You can never solve a problem on the level on which it was created.” Problem Management (PM) is...
Albert Einstein: “You can never solve a problem on the level on which it was created.” Problem Management (PM) is one of the oldest processes in ITIL, and one of the processes implementers have a...
Design coordination process – creating a solid foundation
So, you are an (IT- architecture, services or application) designer looking at ITIL and wondering to yourself: “What’s in it...
So, you are an (IT- architecture, services or application) designer looking at ITIL and wondering to yourself: “What’s in it for me?” (Other than that one part of the lifecycle designated to service design… and...
Business Relationship Management, Service Level Management… Too much management?
No, I don’t think so. They seem to be similar, but they are not. Let me explain why. Back to...
No, I don’t think so. They seem to be similar, but they are not. Let me explain why. Back to basics Why don’t we recall what they are all about. Business Relationship Management (BRM) has...
Events – a flood or mountain creek
It’s hard to live with them, but even harder without them. Events – indicators of a healthy environment or signs...
It’s hard to live with them, but even harder without them. Events – indicators of a healthy environment or signs of disease. According to ITIL, event can be defined as “any change of state that...
Service Design in ITIL
Sahil Lavingia: “Design is shrinking the gap between what a product does and why it exists.” Service Design is the...
Sahil Lavingia: “Design is shrinking the gap between what a product does and why it exists.” Service Design is the fifth and final lifecycle stage we will discuss in general terms. It logically happens after...
