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ITIL Service Operations – From development to maintenance without headaches
I agree that it’s not easy to finish the development of a new service or implement significant change to an...
I agree that it’s not easy to finish the development of a new service or implement significant change to an existing one. But, once you are finished and ready to go live, i.e., enter the...
ITIL mini case studies: Applying lessons learned to increase quality of a service
Every organization that provides IT services in the marketplace tries to be successful at the Service Operation part of the...
Every organization that provides IT services in the marketplace tries to be successful at the Service Operation part of the IT service lifecycle (according to ITIL). But, there is something even better. Any guesses?  It’s...
Is the NOC (Network Operations Center) still viable according to ITIL?
There are still IT organizations with the Network Operating Center (NOC) name and designation, with varying sets of organizational structures,...
There are still IT organizations with the Network Operating Center (NOC) name and designation, with varying sets of organizational structures, operating levels, and responsibilities. This raises several very important questions (which are going to be...
ITIL Event Management – Entry point of Service Operation
How do you find out that there is an issue with your IT infrastructure and/or services? If your answer exclusively...
How do you find out that there is an issue with your IT infrastructure and/or services? If your answer exclusively relies on end-users reporting issues to the Service Desk, you may want to learn more...
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...
Service Desk staff – a window to the IT organization
Maybe it sounds easy: hire a few people, teach them about the services we provide, tell them to be nice...
Maybe it sounds easy: hire a few people, teach them about the services we provide, tell them to be nice to the users… and there you go – Service Desk staff is in place. Or...