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 Financial Management – To charge or not to charge?
Branimir Valentic
Maybe it sounds simple: “We deliver some services, charge for them and generate profit.” In this context, charging is “just”...
Maybe it sounds simple: “We deliver some services, charge for them and generate profit.” In this context, charging is “just” one step, but in the real world… well, it takes a “few” more things to...
Service Portfolio Management – Services, where do they come from?
I am sure you noticed, throughout the framework, that everything is about service: service availability, capacity, continuity… From my experience,...
I am sure you noticed, throughout the framework, that everything is about service: service availability, capacity, continuity… From my experience, the customer is also (somewhere) in the middle. But no services – no customer. Or…...
Strategy Management for IT Services – holding your steering wheel
There is a process in the scope of ITIL whose results are highly important for the organization, yet the process...
There is a process in the scope of ITIL whose results are highly important for the organization, yet the process is very rarely implemented. It’s Strategy Management for IT Services. Can you imagine an organization...
