ITIL Service Management

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...

Customer Satisfaction:   How bad do we need it in IT Service Management? Where is it mentioned and where is it dealt with in ITIL V3? How do...

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...

General Comparisson ITIL V2 ITIL V3 ISO 20000 Best Practice Best Practice Standard & Code of Pr...

In a post ITIL Foundations Exam Go/No-Go from Oct. 27. 2008. I said something about the possible and needed changes in ITIL V3 Foundation s...

In a previous post I announced a few more words on ISO/IEC 20000 . So here they are. ISO/IEC 20000 is an international functionally based...

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...

The man who doesn't read good books has no advantage over the man who can't read them. - Mark Twain What ITIL books to read? Depen...