Business Impact Analysis in ITIL – Know what’s important
Branimir Valentic
So, you claim you know your services and you are aligned with the business. Let me ask you a question...
So, you claim you know your services and you are aligned with the business. Let me ask you a question – do you know how your services are supporting business services? Which IT service(s) support...
ITIL Service Design Package – everything under one roof
It would be easy to say that the Service Design phase of the service lifecycle only cares about design of the...
It would be easy to say that the Service Design phase of the service lifecycle only cares about design of the service, and – that’s it. Actually, it’s more complex than that. Namely, Service Design has...
ITIL Service Automation – Are we even needed any more?
Neven Zitek
Once upon a time, if an end user had a computer-related issue, IT support had to leave their desk and...
Once upon a time, if an end user had a computer-related issue, IT support had to leave their desk and pay a visit to the end user. That end user might be located in the...
Design and transition of new or changed services in ISO 20000
Drago Topalovic
I would like to quickly address an interesting set of requirements under 5. Design and transition of new or changed...
I would like to quickly address an interesting set of requirements under 5. Design and transition of new or changed services in ISO/IEC 20000. This chapter deals with changes of an existing service pool, a...
ITIL Customer satisfaction – Design driven by outcomes
Any service provider strives to be a “customer-oriented” business. This means that not only are you fulfilling a customer’s needs,...
Any service provider strives to be a “customer-oriented” business. This means that not only are you fulfilling a customer’s needs, but you must take that customer’s entire experience into account when providing a service. A...
ITIL Customer-facing vs. supporting services
As an IT Service Provider, according to best practice principles, you should have a list of services you provide. This...
As an IT Service Provider, according to best practice principles, you should have a list of services you provide. This document is called the Service Catalogue, and it’s the first thing you must have in...
