How to use the ITIL CSI approach to improve your services
Branimir Valentic
Improvements are quite sensible things. First of all, effort (sometimes significant) needs to be invested in order to detect and...
Improvements are quite sensible things. First of all, effort (sometimes significant) needs to be invested in order to detect and start an improvement initiative. Secondly, once you have the improvement defined, it’s important that there...
How to create an ISO 20000 internal audit checklist
Implementation and management of an ISO 20000-based Service Management System (SMS) has many challenges. But, sooner or later, organizations overcome...
Implementation and management of an ISO 20000-based Service Management System (SMS) has many challenges. But, sooner or later, organizations overcome them. One element of the SMS that companies must always keep their eyes on is...
What is the role of the Service Asset and Configuration Manager according to ITIL/ISO 20000?
From the questions that I get, I have a feeling that many of you see Service Asset and Configuration Management...
From the questions that I get, I have a feeling that many of you see Service Asset and Configuration Management (SACM) as complicated. I have to tell you that you are not alone. I do...
ISO 20000 Incident and Service Request Management – Increasing efficiency with information flow
Once your service is in the live environment, the Incident and Service Request Management process will count for the majority...
Once your service is in the live environment, the Incident and Service Request Management process will count for the majority of your daily activities. This means, from a practical point of view, that your customers...
IT Service Management communication according to ISO 20000
Whether you have an important decision for your employees, or you have to motivate employees to follow your ideas and...
Whether you have an important decision for your employees, or you have to motivate employees to follow your ideas and principles, communication is a tool you could, or better to say – should, exploit to...
How to measure Change Management efficiency according to ITIL
A desire for efficiency is deeply rooted in most of the professionals I’ve met. And that’s logical, because to be...
A desire for efficiency is deeply rooted in most of the professionals I’ve met. And that’s logical, because to be professional, but inefficient… well, that doesn’t make sense. ITIL provides a framework for IT Service Management...
