ITIL Service Management

Problem Management process can be roughly defined by a definition of Problem: Problem is the unknown cause of one or more incidents, ofte...

As ITIL defines it, Incident priority is primarily formed out of it's Impact and Urgency . There are also additional elements, like s...

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...