ITIL – Service Validation and Testing
Neven Zitek
IT technicians’ and engineers’ love for “instant deployment” mechanisms has already been the topic of a previous article: ITIL Release...
IT technicians’ and engineers’ love for “instant deployment” mechanisms has already been the topic of a previous article: ITIL Release and Deployment Management Part I – General principles and service testing, but instead of yet...
ITIL – Service Level Agreements: Designing frameworks
In my previous Service Level related article (ITIL Service Level Management – making sure that what you want is what...
In my previous Service Level related article (ITIL Service Level Management – making sure that what you want is what you get), I’ve tried to emphasize the importance of Service Level Management. If that article...
ITIL – Service Provisioning: Shared model
Every now and then, I get that ultimate ITSM question: “Why should my organization implement ITIL principles?” And while there...
Every now and then, I get that ultimate ITSM question: “Why should my organization implement ITIL principles?” And while there are many non-financial benefits to implementing ITIL (such as service quality or transition readiness), for any...
ITIL – Implementing Knowledge Management
When I read Branimir’s article about Knowledge Management within ITIL (which I strongly recommend that you read if you haven’t...
When I read Branimir’s article about Knowledge Management within ITIL (which I strongly recommend that you read if you haven’t already), Building a world of knowledge – ITIL Knowledge Management, one thing immediately came to...
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 – Framing the value of services (part II)
In my previous article, ITIL – Framing the value of services (part I), using the Help Desk (or Service Desk) as...
In my previous article, ITIL – Framing the value of services (part I), using the Help Desk (or Service Desk) as a service example, we’ve established that value is a byproduct of service outcomes, and not...
