ITIL Service Management

Incident classification is among the main tasks of Service Desk 1st tier people. It adds structured data to a basically hectic unstructured...

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...

I will go through main elements of ITSM processes and give my comments as they come. I am going through my ITIL Quick Reference card I made...

I will continue with a series of quick facts of ITSM disciplines here. A Service Desk is a primary IT capability called for in ITSM as defi...

OK, I wanted to cover some more basic stuff before I move to tools description. And I will definitely, later. But here I have a chance to la...

Here is where the Service Support business starts and ends. At least from end users perspective. Customer problems and needs should be strea...

Pic: SD evolution vs MS DSI model There are some philosophical arguments in the trade, as to what Service Support process should be impleme...

As we mentioned earlier, IT Service Management consists of Service Support and Service Delivery modules. Service Support is known as an I...

Here we will shortly discuss a framework that became a de facto standard in ITSM . Everyone in the industry is getting certificates in ITIL...