ITIL Service Management

I browsed through a few social networks lately discussing basic Service Support activities like password reset. Interesting to see how even ...

From DISC PD 005 over BSI 15000 to ISO/IEC 20000. Specifications, requirements, Code of practice. History is a myth that men agree to beli...

What is a Major Incident in ITIL? What are the roles and responsibilities? How to avoid common mistakes? What to do After the Resolution? ...

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...