Service Catalogue – Defining the service
Branimir Valentic
Company growth is good, even desired. But usually, along with the growth of the company, the number and complexity of...
Company growth is good, even desired. But usually, along with the growth of the company, the number and complexity of the services grow as well. Situations where everyone can define their own service with respective...
Why ISO/IEC 20000: Reasons to certify
Drago Topalovic
When we consider the implementation of best practices and standards in service management, the first thing we have to consider...
When we consider the implementation of best practices and standards in service management, the first thing we have to consider is the motive....
ITIL & Accounting in IT organizations – not even half as boring as it sounds!
Neven Zitek
As a part of my job-related responsibilities, I’ve performed many IT due diligence analyses for customers, and one of the...
As a part of my job-related responsibilities, I’ve performed many IT due diligence analyses for customers, and one of the biggest problems I’ve encountered was identifying customers’ true IT costs. You’d imagine the process would...
Service Desk staff – a window to the IT organization
Maybe it sounds easy: hire a few people, teach them about the services we provide, tell them to be nice...
Maybe it sounds easy: hire a few people, teach them about the services we provide, tell them to be nice to the users… and there you go – Service Desk staff is in place. Or...
ITIL Access Management – where do you think you’re going?
As part of an IT organization, how would you rate your relationship with the Human Resources (HR) department? If your...
As part of an IT organization, how would you rate your relationship with the Human Resources (HR) department? If your answer is “good,” I’ll assume that you joined your IT organization very recently. As far...
Known Errors – repetitio est mater studiorum? Not in this case.
“Reinventing the wheel.” – We often use this saying in everyday life, but did you know that it’s valid in...
“Reinventing the wheel.” – We often use this saying in everyday life, but did you know that it’s valid in IT Service Management, i.e. ITIL, as well? Let me recall a common situation: your users...
