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ITIL Release and Deployment Management Part I – General principles and service testing
I’m sure that I’m not the only witness of the “instant service deployment” practice, which is most noticeable in a...
I’m sure that I’m not the only witness of the “instant service deployment” practice, which is most noticeable in a MS Windows® environment where software used for service delivery (Active Directory, file sharing, e-mail, etc.) is...
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...
Elements of Change Management in ITIL
If there is a nightmare in IT Service Management, its name is Change. It’s not only that people are, generally,...
If there is a nightmare in IT Service Management, its name is Change. It’s not only that people are, generally, reluctant to changes. Changes impose high levels of risk and no one likes disruption in...
Using ISO 20000 to control IT services
If we want to improve our service, we have to control it; otherwise, we will come dangerously close to chaos....
If we want to improve our service, we have to control it; otherwise, we will come dangerously close to chaos. The question here is: How can we control it? With processes! The ISO/IEC 20000 has...