ITIL Customer-facing vs. supporting services
As an IT Service Provider, according to best practice principles, you should have a list of services you provide. This...
As an IT Service Provider, according to best practice principles, you should have a list of services you provide. This document is called the Service Catalogue, and it’s the first thing you must have in...
ITIL Business Relationship Management – Know your customer
Business Relationship Management (BR Management) is a newly defined process introduced in ITIL 2011. Although it is not one of...
Business Relationship Management (BR Management) is a newly defined process introduced in ITIL 2011. Although it is not one of the mature key processes, it is absolutely crucial for IT service management. Therefore, it is...
ITIL Service Desk types
You can find many articles within this blog regarding Service Desk: Service Desk: single point of contact, Service Desk staff – a...
You can find many articles within this blog regarding Service Desk: Service Desk: single point of contact, Service Desk staff – a window to the IT organization or ITIL Incident Management – How to separate roles at different support...
ITIL Service Level Management – making sure that what you want is what you get
As part of my job responsibilities, I had the opportunity to assess and analyze many different IT organizations. Only a...
As part of my job responsibilities, I had the opportunity to assess and analyze many different IT organizations. Only a few of them have business expectations against the services they provide in written form, and...
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...
Taking care of relationships with ISO 20000
On occasion, you probably have thought about the complexity of personal relationships (with friends, with your family, with your spouse),...
On occasion, you probably have thought about the complexity of personal relationships (with friends, with your family, with your spouse), but have you thought about the complexity that exists in business relationships? The elements involved...