ITIL Event Management – Entry point of Service Operation
Neven Zitek
How do you find out that there is an issue with your IT infrastructure and/or services? If your answer exclusively...
How do you find out that there is an issue with your IT infrastructure and/or services? If your answer exclusively relies on end-users reporting issues to the Service Desk, you may want to learn more...
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...
Events – a flood or mountain creek
Branimir Valentic
It’s hard to live with them, but even harder without them. Events – indicators of a healthy environment or signs...
It’s hard to live with them, but even harder without them. Events – indicators of a healthy environment or signs of disease. According to ITIL, event can be defined as “any change of state that...
How to avoid unsatisfied customers by managing problems and incidents according to ISO 20000
Antonio Jose Segovia
As you can imagine, it is an absolute truth that there is no perfect service, and an anomaly always arises...
As you can imagine, it is an absolute truth that there is no perfect service, and an anomaly always arises that prevents us from providing the service properly. At this point it is important to...
