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MACANTA business and service management consulting
As a colleague and I once agreed: "They just don't get it do they?"   What I thought was a clear distinction and fairly well explained in ITIL and other supporting publications seem to be eluding many organisations and individuals.   May…
194 words, last edited in the morning of 24th May 2010
This article is from Free Downloads - ITIL PDF and has been viewed 10164 times.
Tags: The Lost World Of Problem Management,Karen Ferris,Problem Management,ITIL,IT Service Management,Incident and Problem Management,ITIL Problem Management
PROLIN IT Service Management ITSM as a Service
PROLIN Provides Frictionless Path to the Future of ITSM   Woodside, California - April 27, 2010 - PROLIN, a pioneer in Service Desk software for IT Service Management (ITSM) and innovator in SaaS-based ITSM product development, today announced the company's re-formation and the commercial release of…
510 words, last edited in the afternoon of 20th May 2010
This article is from Press Releases - ITIL and has been viewed 9978 times.
Tags: PROLIN,ITSM as a Service,Smart Client 7,HP Service Desk,Service Desk software,IT Service Management,ITSM,Saas
Investing in ITIL
I believe that most would rightly accuse me of understatement for saying that both the commercial and government IT worlds are not comfortable places to be at the moment, whether permanently employed or contractor although things are looking better than they did twelve months ago, overall the short…
707 words, last edited in the afternoon of 14th May 2010
This article is from What is ITIL? - Business Strategy and has been viewed 11373 times.
Tags: invest in ITIL,ITIL implementations,government IT,service management,service desk team,economies of scale,Best Practise,ITIL disciplines,Colin Mayers,Mayers Consulting,ITIL Managers Certificate,ISO20000 Internal Auditor,Consultant Certificate,Prince 2 Practitioner
ITIL Version 3 Technical Service Catalogue
Imagine having an environment where several third party suppliers are involved in delivering your end-to-end services to your customer community, irrespective whether they are internal or external customers.   All is great until it fails or goes wrong. If you like 'bun-fights' you may need to…
321 words, last edited in the afternoon of 14th May 2010
This article is from Service Design - Service Catalogue Management and has been viewed 20884 times.
Tags: ITIL V3,Technical Service Catalogue,Multi-Suppliers,Configuration Items
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Knowledge Management from an ITIL perspective
The primary role of Knowledge Management is to improve the quality of decision making by ensuring that accurate, reliable and trustworthy information is available throughout the Service Lifecycle.   In order to achieve this, effective sharing of knowledge in most scenarios requires the development and ongoing…
414 words, last edited in the afternoon of 10th May 2010
This article is from Service Transition - Knowledge Management and has been viewed 66900 times.
Tags: Knowledge Management,ITIL perspective,Service Lifecycle,Configuration Management System,Configuration Management Database,Service Knowledge Management System,SKMS
Service Validation and Testing from an ITIL perspe
Service Validation and Testing defines the testing of services during the Service Transition phase.  This will ensure that new or changed services are fit for purpose (this is known as utility) and fit for use (this is known as warranty).   Service Validation and Testing's goal…
292 words, last edited in the afternoon of 10th May 2010
This article is from Service Transition - Service Validation & Testing and has been viewed 35134 times.
Tags: Service Validation & Testing,ITIL perspective,Service Transition
ITIL perspective - Transition Planning and Support
Transition planning and support defines the planning and coordination of resources in order to deliver the specification of the Service Design.  Risks and issues are managed effectively through this process.   There are a number of activities for Transition Planning, these include: Set…
182 words, last edited in the afternoon of 10th May 2010
This article is from Service Transition - Transition Planning & Support and has been viewed 21705 times.
Tags: Transition Planning & Support,ITIL perspective,Service Design,Transition Planning
Demand Management from an ITIL perspective
Demand Management plays a key role in Service Management.  It aligns supply with demand and tries to forecast the 'sale' of products as closely as possible.   Service Operation is impossible if there is no demand for products or services as there will be nothing to…
324 words, last edited in the afternoon of 10th May 2010
This article is from Service Strategy - Demand Management and has been viewed 52733 times.
Tags: Demand Management,Service Management,Service Operation,Patterns of Business Activity,PBA,Service Packages,Service Level Package,Core Service Package,Line of Service,Core Services
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Service Portfolio Management
A Service Portfolio describes the services of a provider (internal, outsourced etc) in terms of value to the business.   It is an ever changing method used to manage investments in Service Management across the organization, in terms of financial values.  Service Portfolio Management (SPM) enables…
338 words, last edited in the afternoon of 10th May 2010
This article is from Service Strategy - Service Portfolio Management and has been viewed 38992 times.
Tags: Service Portfolio Management,ITIL perspective,Service Portfolio,Service Management,SPM,Service Catalogue
The 7 Step Improvement Process
The Continual Service Improvement (CSI) process or 7 Step Improvement process explains how to measure and report on service improvement.  There are close links between this process and the Plan, Do, Check, Act cycle which should feed into the Service Improvement Plan or SIP.   It…
277 words, last edited in the afternoon of 10th May 2010
This article is from Continual Service Improvement - 7-Step Improvement Process and has been viewed 87146 times.
Tags: 7 Step Improvement process,ITIL perspective,Continual Service Improvement,Service Improvement Plan,Knowledge Management
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