ITIL Service Management

Is Microsoft a serious new player in Service Management field? I had the pleasure of downloading and installing Beta 1 Microsoft System Cen...

"Take care of the luxuries, and the necessities will take care of themselves." -- Dorothy Parker, an American writer and poet Mu...

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

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...