ITIL Incident Management – How does it influence customer satisfaction?
Branimir Valentic
Satisfied customer will pay your bills. Unsatisfied customers – well, maybe they pay the next one, but certainly not for...
Satisfied customer will pay your bills. Unsatisfied customers – well, maybe they pay the next one, but certainly not for the long term. With that act (not paying the bill, i.e., not using your services...
ITIL Incident Management benefits – Simple explanation for your top management
It’s hard to live and work with top management. Either they are in a good mood and willing to discuss...
It’s hard to live and work with top management. Either they are in a good mood and willing to discuss every topic, or you had better avoid any communication. From my experience, you should invest...
Security incidents – How to approach them using ITIL and ISO 20000
A great deal has already been said about incidents. Actually, I think that I’m not wrong when I say that...
A great deal has already been said about incidents. Actually, I think that I’m not wrong when I say that Incident Management is the most commonly implemented process in IT Service Management (ITSM). And, that’s...
ITIL Risk response measures and recovery options from catastrophic events
Neven Zitek
IT Service Continuity is one of those ITIL chapters that emphasizes the strong relationship between business needs (and requirements) and the...
IT Service Continuity is one of those ITIL chapters that emphasizes the strong relationship between business needs (and requirements) and the IT service provider, because once a worst-case scenario happens – everything after that will either...
How to measure Incident Management efficiency according to ITIL
I remember a situation when most of the users were quite satisfied with the functionality of a service, but when...
I remember a situation when most of the users were quite satisfied with the functionality of a service, but when things got tough – completely different situation. There were a lot of complaints about the...
How ITIL can help cloud services
Cloud-based services, in comparison to traditionally delivered IT services (i.e., implemented in-house), changed the way people consume services. That’s particularly...
Cloud-based services, in comparison to traditionally delivered IT services (i.e., implemented in-house), changed the way people consume services. That’s particularly true for small businesses, which gained significant value because the cloud enabled them to use...
