Known Errors – repetitio est mater studiorum? Not in this case.
Branimir Valentic
“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...
Technical Management Function – custodian of your technical expertise
Running (complex) IT services requires knowledge and deep understanding of the technology used. Can an operational team handle it alone?...
Running (complex) IT services requires knowledge and deep understanding of the technology used. Can an operational team handle it alone? Most probably – no. There is a lot of knowledge behind “fulfilling service requirements”....
ITIL Request Fulfillment: a quick win for customer satisfaction
Drago Topalovic
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...
Events – a flood or mountain creek
It’s hard to live with them, but even harder without them. Events – indicators of a healthy environment or signs...
It’s hard to live with them, but even harder without them. Events – indicators of a healthy environment or signs of disease. According to ITIL, event can be defined as “any change of state that...
A trip of 1,000 miles begins with the first step – Initial diagnosis of an incident
So, an incident occurred. Service is affected. If you are lucky, event monitoring tools are in place and you will...
So, an incident occurred. Service is affected. If you are lucky, event monitoring tools are in place and you will notice the incident before users do. Unfortunately, according to my experience, most incidents are reported...
