Service Management System Review – Does it really matter?
Branimir Valentic
So, you have implemented a Service Management System (SMS) according to ISO/IEC 20000. You wonder – does anyone care? “Anyone”...
So, you have implemented a Service Management System (SMS) according to ISO/IEC 20000. You wonder – does anyone care? “Anyone” means your superior. Try, just for few moments, to put yourself in your CIO’s shoes:...
ITIL strategy – Framing the value of services (part I)
Neven Zitek
In this day and age, I still see many organizations that operate their IT departments as just that: IT departments...
In this day and age, I still see many organizations that operate their IT departments as just that: IT departments – a group of employees who have the required know-how for operating a network, servers,...
ITIL and Service Asset Management Part I – Growing Importance
When we speak about ITIL topics, we often mention configuration, Configuration Item (CI), Configuration Management Database (CMDB), or the Service...
When we speak about ITIL topics, we often mention configuration, Configuration Item (CI), Configuration Management Database (CMDB), or the Service Asset and Configuration Management (SACM) process. This is because we are talking about services and...
ITIL Service Automation – Are we even needed any more?
Once upon a time, if an end user had a computer-related issue, IT support had to leave their desk and...
Once upon a time, if an end user had a computer-related issue, IT support had to leave their desk and pay a visit to the end user. That end user might be located in the...
ITIL Customer satisfaction – Design driven by outcomes
Any service provider strives to be a “customer-oriented” business. This means that not only are you fulfilling a customer’s needs,...
Any service provider strives to be a “customer-oriented” business. This means that not only are you fulfilling a customer’s needs, but you must take that customer’s entire experience into account when providing a service. A...
ITIL Service Portfolio Management Process Overview
Drago Topalovic
As was mentioned in the previous article Service Portfolio Management – Services, where do they come from?, the main task...
As was mentioned in the previous article Service Portfolio Management – Services, where do they come from?, the main task of the Service portfolio management process is to provide a set of tools for assessing...
