Incident Management in ITIL – solid foundations of operational processes
Branimir Valentic
I am sure that you have heard users of an IT service say that they have problems, errors, malfunctioning or...
I am sure that you have heard users of an IT service say that they have problems, errors, malfunctioning or something similar when there is degradation in the service. Based on ITIL methodology, they are...
Government Office sells 51% of ITIL and PRINCE2 to Capita
Drago Topalovic
On April 24th, Francis Maude, Minister for the UK Cabinet Office, announced that the Office made a deal with Capita...
On April 24th, Francis Maude, Minister for the UK Cabinet Office, announced that the Office made a deal with Capita public limited company to set up a joint venture business based on the government’s Best...
ITIL and ISO/IEC 20000 History: Parallel Worlds
I was interested in the origins of ITIL and ISO 20000, and began looking it up on the internet and...
I was interested in the origins of ITIL and ISO 20000, and began looking it up on the internet and in literature. There are bits and pieces of info here and there, rumors and info...
Elements of Change Management in ITIL
If there is a nightmare in IT Service Management, its name is Change. It’s not only that people are, generally,...
If there is a nightmare in IT Service Management, its name is Change. It’s not only that people are, generally, reluctant to changes. Changes impose high levels of risk and no one likes disruption in...
ITIL Continual Service Improvement – the never-ending story
Business needs are changing. It’s happening today and it will happen tomorrow. This isn’t exactly breaking news, but continual alignment...
Business needs are changing. It’s happening today and it will happen tomorrow. This isn’t exactly breaking news, but continual alignment and re-alignment of IT services as a business changes may be a surprise to some...
Facing reality – Measurements in ITIL
The old saying “If you can’t measure it – you can’t manage it” is quite truthful. How can you know...
The old saying “If you can’t measure it – you can’t manage it” is quite truthful. How can you know if you have to push the brake or if you have to speed up, if...
