Communication inside IT Service Management team – setup of joint vocabulary and criteria
Neven Zitek
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...
Service Portfolio Management – Services, where do they come from?
Branimir Valentic
I am sure you noticed, throughout the framework, that everything is about service: service availability, capacity, continuity… From my experience,...
I am sure you noticed, throughout the framework, that everything is about service: service availability, capacity, continuity… From my experience, the customer is also (somewhere) in the middle. But no services – no customer. Or…...
Demand Management – shaping your supply
So…you started considering a service. Where to begin? It’s easier than you might think: Understand customers’ demand. If you don’t...
So…you started considering a service. Where to begin? It’s easier than you might think: Understand customers’ demand. If you don’t have customers yet, you must predict it. Why? Because if you don’t manage demand, a...
Strategy Management for IT Services – holding your steering wheel
There is a process in the scope of ITIL whose results are highly important for the organization, yet the process...
There is a process in the scope of ITIL whose results are highly important for the organization, yet the process is very rarely implemented. It’s Strategy Management for IT Services. Can you imagine an organization...
IT Service Continuity Management – waiting for the big one
Rarely do I find ITIL to be identified with service continuity. Considering the extent of ITIL – it’s understandable. As...
Rarely do I find ITIL to be identified with service continuity. Considering the extent of ITIL – it’s understandable. As the name implies, something shouldn’t be stopped or broken in continuity, as most likely it...
Service Reporting: get the picture, big and small
Drago Topalovic
Service Reporting is important. I will not step through various requirements and recommendations from ISO 20000-1 or ITIL; you are...
Service Reporting is important. I will not step through various requirements and recommendations from ISO 20000-1 or ITIL; you are free to explore them in the original material. In this post, I decided to provide...
