ITIL Service Management

What grades do you use in customer satisfaction surveys? How are grades influenced by the culture of the country? What to do if you perform ...

Surprisingly lot of you people asked for my refreshed ITIL 2011 edition mind map. Since you have seen pictures of it in my previous posts, ...

For the last few months I have been working on an implementation of ISO/IEC 20000 with one of my customers. Quite a challenge, and it was ...

  - With newly refreshed ISO/IEC 20000 alignment to ISO 9001 and ISO/IEC 27001 , I thought it would be nice to have a set of more detail...

As we all probably know, in February this year a new edition of ISO/IEC 20000-2 (Guidance on the application of service management systems)...

CSI is not strictly a lifecycle stage, since it spans through all four other stages. It is mainly a set of Quality Management skills put to...

Finally! Service Operation is a real man's book. This is where it happens. Here we make money. All we do in Strategy , Design and Transi...

Service Transition is a stage which gives most pain to the IT Service Provider. Transition (add new, change existing, retire old service) ...

Service Design connects the Strategy with Transition and Operation , providing tools to create and redesign services aligned with strategic...