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ITIL and Service Asset Management Part II – managed throughout the lifecycle
Recently, I was taking part in a panel discussion dedicated to Software Asset Management (SAM). A few facts came out...
Recently, I was taking part in a panel discussion dedicated to Software Asset Management (SAM). A few facts came out as certain: it’s a hot topic, everyone has requirements towards SAM (or is already working...
ITIL Service Desk types
You can find many articles within this blog regarding Service Desk: Service Desk: single point of contact, Service Desk staff – a...
You can find many articles within this blog regarding Service Desk: Service Desk: single point of contact, Service Desk staff – a window to the IT organization or ITIL Incident Management – How to separate roles at different support...
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...
Using ISO 20000 to control IT services
If we want to improve our service, we have to control it; otherwise, we will come dangerously close to chaos....
If we want to improve our service, we have to control it; otherwise, we will come dangerously close to chaos. The question here is: How can we control it? With processes! The ISO/IEC 20000 has...