What is the job of the Service Desk Manager?
Branimir Valentic
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...
ITIL and ISO 20000 Problem Management – Organizing for problem resolution
Remember this situation? You’re running Windows. The blue screen forces you to reboot your PC. And then it happens again....
Remember this situation? You’re running Windows. The blue screen forces you to reboot your PC. And then it happens again....
If anything shouldn’t be taken for granted… it’s Information Security Management
It was one of our usual off-the-record discussions when I spoke with network admin and asked about the regular password...
It was one of our usual off-the-record discussions when I spoke with network admin and asked about the regular password change set up on the system. And, the answer included words like “my opinion,” “my...
Known Errors – repetitio est mater studiorum? Not in this case.
“Reinventing the wheel.” – We often use this saying in everyday life, but did you know that it’s valid in...
“Reinventing the wheel.” – We often use this saying in everyday life, but did you know that it’s valid in IT Service Management, i.e. ITIL, as well? Let me recall a common situation: your users...
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...
