How to make your ITIL/ISO 20000 Problem Management more effective with a Problem Record
What I have witnessed many times is that SLAs (Service Level Agreements) define incident handling, including incident resolution time. That...
What I have witnessed many times is that SLAs (Service Level Agreements) define incident handling, including incident resolution time. That is OK until you face two opposing views – customers and service delivery, i.e., maintenance...
How to resolve the problem ticket/record according to ITIL/ISO 20000
How many times have you heard: “It happened again”? In that moment, everyone (and particularly management) on the IT Service...
How many times have you heard: “It happened again”? In that moment, everyone (and particularly management) on the IT Service Management (ITSM) team wished that the real cause of the incident had been found and...
Which roles do you need for ITIL Service Operation?
Service Operation processes, according to ITIL, are the most exposed processes of all. Why is that? It’s because Service Operation...
Service Operation processes, according to ITIL, are the most exposed processes of all. Why is that? It’s because Service Operation is where your services are exposed to and used by your users and customers.  You...
ITIL – Implementing Knowledge Management
When I read Branimir’s article about Knowledge Management within ITIL (which I strongly recommend that you read if you haven’t...
When I read Branimir’s article about Knowledge Management within ITIL (which I strongly recommend that you read if you haven’t already), Building a world of knowledge – ITIL Knowledge Management, one thing immediately came to...