Building a world of knowledge – ITIL Knowledge Management
Branimir Valentic
It’s no secret anymore that knowledge is seen as one of the most valuable assets – for individuals, as well...
It’s no secret anymore that knowledge is seen as one of the most valuable assets – for individuals, as well as for organizations. There are many frameworks, standards or methodologies used inside organizations… but they...
ITIL Request Fulfillment: a quick win for customer satisfaction
Drago Topalovic
Service Desk interacts with customers mostly through several key processes. Incident Management is about quickly restoring service to the Customer. Problem Management deals with underlying...
Service Desk interacts with customers mostly through several key processes. Incident Management is about quickly restoring service to the Customer. Problem Management deals with underlying causes of one or more incidents. Change Management processes more or less complicated changes to the IT...
Availability Management – calculating for improvement
By providing IT services, a service provider creates value that a customer receives. To avoid a gap between (customer) expectations...
By providing IT services, a service provider creates value that a customer receives. To avoid a gap between (customer) expectations and reality (of how services are provided), the value created should be measured. There are...
ITIL Problem Management: getting rid of problems
Albert Einstein: “You can never solve a problem on the level on which it was created.” Problem Management (PM) is...
Albert Einstein: “You can never solve a problem on the level on which it was created.” Problem Management (PM) is one of the oldest processes in ITIL, and one of the processes implementers have a...
Design coordination process – creating a solid foundation
So, you are an (IT- architecture, services or application) designer looking at ITIL and wondering to yourself: “What’s in it...
So, you are an (IT- architecture, services or application) designer looking at ITIL and wondering to yourself: “What’s in it for me?” (Other than that one part of the lifecycle designated to service design… and...
Business Relationship Management, Service Level Management… Too much management?
No, I don’t think so. They seem to be similar, but they are not. Let me explain why. Back to...
No, I don’t think so. They seem to be similar, but they are not. Let me explain why. Back to basics Why don’t we recall what they are all about. Business Relationship Management (BRM) has...
