ITIL Service Management

Which documents are required in SMS general requirements of ISO/IEC 20000? This chapter is about management involvment and adding quality co...

Change is hard. Service management people love the Status quo . Introducing new services in your system takes a lot of time, resources, know...

Service delivery process group means business. Back in the old days, it was half of ITIL V2 Service Management . This is a large and compl...

Relationship processes add a human flavor to IT service management. There is a bit more freedom in defining documentation for Business relat...

Incident and Problem management, being the most matured processes in service management should be easy to define in ISO20k. But where do ...

Where should we keep our ISO 20k documents? Do we need a sophisticated document system, database or a printed library? Is a shared folders s...

How to gather customer satisfaction data? What methods are there? What ITIL says? What methods will work for you? USA Today has come out w...

"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...