ITIL Service Management

A few words about the service management document system. Whether you implement ITIL processes or a complete ISO/IEC 20000 service managemen...

As we mentioned in a previous post , Capita plc and Government Office created a new joint venture to promote and manage ITIL® and PRIN...

Her Majesty decided to let the 51% of ITIL/PRINCE2 ownership to Capita plc , a company selected after an extensive procurement process to...

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, ...

  - With newly refreshed ISO/IEC 20000 alignment to ISO 9001 and ISO/IEC 27001 , I thought it would be nice to have a set of more detail...

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...

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...

From DISC PD 005 over BSI 15000 to ISO/IEC 20000. Specifications, requirements, Code of practice. History is a myth that men agree to beli...

Every time user calls in, we log it as the new incident. Or we update an existing incident. What happens when one major business service go...

"It is easier to do a job right than to explain why you didn't. " - Martin Van Buren - If we browse thru brief ITIL histo...

At first sight, ITIL implementation path depends on who you are and what you do. And of course, with what do you do it. So: People, Proces...

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...

"A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of spec...