What is the role of the Service Asset and Configuration Manager according to ITIL/ISO 20000?
From the questions that I get, I have a feeling that many of you see Service Asset and Configuration Management...
From the questions that I get, I have a feeling that many of you see Service Asset and Configuration Management (SACM) as complicated. I have to tell you that you are not alone. I do...
How to measure Change Management efficiency according to ITIL
A desire for efficiency is deeply rooted in most of the professionals I’ve met. And that’s logical, because to be...
A desire for efficiency is deeply rooted in most of the professionals I’ve met. And that’s logical, because to be professional, but inefficient… well, that doesn’t make sense. ITIL provides a framework for IT Service Management...
ITIL/ISO 20000: What is the job of the Change Manager?
Did you know that changes make up a significant source of new incidents? Sure, here I mean unsuccessful or poorly...
Did you know that changes make up a significant source of new incidents? Sure, here I mean unsuccessful or poorly made changes. Actually, no one likes them, neither the business nor IT. A newly created...
What is the job of the Service Desk Manager?
If you think about jobs in IT, many of you would think about technical, routine tasks and spending time in...
If you think about jobs in IT, many of you would think about technical, routine tasks and spending time in front of various terminals. Well, for many of the jobs – this interpretation could be...
Is it possible to calculate ROI for ITIL?
Let’s be honest – IT people and financials don’t like each other. One would say – two separate worlds. Actually,...
Let’s be honest – IT people and financials don’t like each other. One would say – two separate worlds. Actually, it is so. Different data and different kinds of activities equal different mindsets.  We could...
New ITIL Practitioner Guidance book – what does this mean for your certification and implementation?
ITIL implementation is usually pretty challenging. Hundreds of pages explain processes you want to implement (and need to explore), their...
ITIL implementation is usually pretty challenging. Hundreds of pages explain processes you want to implement (and need to explore), their application in the live environment and struggles with people, processes, and services once you implement...