ITIL Service Management

What grades do you use in customer satisfaction surveys? How are grades influenced by the culture of the country? What to do if you perform ...

Surprisingly lot of you people asked for my refreshed ITIL 2011 edition mind map. Since you have seen pictures of it in my previous posts, ...

As we all probably know, in February this year a new edition of ISO/IEC 20000-2 (Guidance on the application of service management systems)...

CSI is not strictly a lifecycle stage, since it spans through all four other stages. It is mainly a set of Quality Management skills put to...

Finally! Service Operation is a real man's book. This is where it happens. Here we make money. All we do in Strategy , Design and Transi...

Service Transition is a stage which gives most pain to the IT Service Provider. Transition (add new, change existing, retire old service) ...

Service Design connects the Strategy with Transition and Operation , providing tools to create and redesign services aligned with strategic...

Service Strategy has the central position in the circular ITIL lifecycle model. By a broader definition, strategy is a plan devised to achi...

Here is a clear and organized table of ITIL 2011 processes for you. What is where, what is important, what is old and new: ITIL 2011 Proc...

ITIL Lifecycle Suite 2011 Edition As you can see in an excellent ITIL History article on this blog, ITIL has come a long way from first...

View Upload your own In ITIL V3 , the customer is more into focus then technology. In V2, customer and his satisfaction were important on...

There is a lot of stuff in the new V3 core books. I have read most of it, and I was overwhelmed with new slang, archetypes, processes, acro...

I have looked arround the web a little and was bored with the general ITIL history articles found on the web. There are a few inconsistenci...

I had a brutally long vacation, as you have maybe noticed from the lack of posts here. Most of the time I did nothing but enjoyed the sun ...

So here are the five new core books. In V3, ITIL remains a descriptive best-practice framework, but it covers a lot more ground then V2, an...

Mission To identify, record and report on configuration items and their relationships that underpin IT services. Goals To account for al...

I have process mind maps, and I am looking for a free tool to display them on the web. Until then, here is a JPG of Incident Management mi...

Have been thinking about service management a lot lately. Since the core bussines of my company is SM, we are educated in most of the known ...