ITIL Business Relationship Management – Know your customer
Drago Topalovic
Business Relationship Management (BR Management) is a newly defined process introduced in ITIL 2011. Although it is not one of...
Business Relationship Management (BR Management) is a newly defined process introduced in ITIL 2011. Although it is not one of the mature key processes, it is absolutely crucial for IT service management. Therefore, it is...
ITIL Request Fulfillment: a quick win for customer satisfaction
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...
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...
ISO/IEC 20000 Service Delivery processes – The basis for IT management
Antonio Jose Segovia
In this blog post, I will speak about the first group of processes of the ISO/IEC 20000: Service Delivery Group,...
In this blog post, I will speak about the first group of processes of the ISO/IEC 20000: Service Delivery Group, because if you want to learn ISO 20000 we have to analyze its structure in...
ISO 20000 – The perfect way to improve IT services
In the Information Society in which we live there are many companies that provide IT services, but does every company...
In the Information Society in which we live there are many companies that provide IT services, but does every company care about customer satisfaction? In theory, everyone but the client knows that is not always...
