ITIL Customer-facing vs. supporting services
Neven Zitek
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...
Considerations before ITIL implementation
Branimir Valentic
How does one describe ITIL implementation? As a book with many questions (at least, the first few chapters of it)....
How does one describe ITIL implementation? As a book with many questions (at least, the first few chapters of it). The good news is that most of the implementation starts in such a way that...
ITIL Continual Service Improvement – don’t lose the momentum
Almost a year ago, Branimir wrote an article about approaching the ITIL CSI process ITIL Continual Service Improvement – the never-ending...
Almost a year ago, Branimir wrote an article about approaching the ITIL CSI process ITIL Continual Service Improvement – the never-ending story, and I believe this is a good time for a follow-up focusing on an...
ITIL Service Level Management – making sure that what you want is what you get
As part of my job responsibilities, I had the opportunity to assess and analyze many different IT organizations. Only a...
As part of my job responsibilities, I had the opportunity to assess and analyze many different IT organizations. Only a few of them have business expectations against the services they provide in written form, and...
Service Catalogue – Defining the service
Company growth is good, even desired. But usually, along with the growth of the company, the number and complexity of...
Company growth is good, even desired. But usually, along with the growth of the company, the number and complexity of the services grow as well. Situations where everyone can define their own service with respective...
ITIL & Accounting in IT organizations – not even half as boring as it sounds!
As a part of my job-related responsibilities, I’ve performed many IT due diligence analyses for customers, and one of the...
As a part of my job-related responsibilities, I’ve performed many IT due diligence analyses for customers, and one of the biggest problems I’ve encountered was identifying customers’ true IT costs. You’d imagine the process would...
