A trip of 1,000 miles begins with the first step – Initial diagnosis of an incident
Branimir Valentic
So, an incident occurred. Service is affected. If you are lucky, event monitoring tools are in place and you will...
So, an incident occurred. Service is affected. If you are lucky, event monitoring tools are in place and you will notice the incident before users do. Unfortunately, according to my experience, most incidents are reported...
Service Transition in ITIL
Drago Topalovic
Isaac Asimov: “Life is pleasant. Death is peaceful. It’s the transition that’s troublesome.“ Service Transition is the stage IT Service...
Isaac Asimov: “Life is pleasant. Death is peaceful. It’s the transition that’s troublesome.“ Service Transition is the stage IT Service Providers are usually most afraid of. Transition is known to be the source of most...
Knowing your herd – Service Asset and Configuration Management (SACM)
Are you able to tell the exact time if you are looking at two watches? Certainly not. It’s the same...
Are you able to tell the exact time if you are looking at two watches? Certainly not. It’s the same with having overview and manage your assets. If you have same service asset in more...
Service Operation in ITIL
Service Operation is a service lifecycle stage where everything happens. Operation is a place where all we did in Strategy, Design...
Service Operation is a service lifecycle stage where everything happens. Operation is a place where all we did in Strategy, Design and Transition finally makes sense. Operation will show if the job we did in previous...
Incident Management in ITIL – solid foundations of operational processes
I am sure that you have heard users of an IT service say that they have problems, errors, malfunctioning or...
I am sure that you have heard users of an IT service say that they have problems, errors, malfunctioning or something similar when there is degradation in the service. Based on ITIL methodology, they are...
Government Office sells 51% of ITIL and PRINCE2 to Capita
On April 24th, Francis Maude, Minister for the UK Cabinet Office, announced that the Office made a deal with Capita...
On April 24th, Francis Maude, Minister for the UK Cabinet Office, announced that the Office made a deal with Capita public limited company to set up a joint venture business based on the government’s Best...
