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Home workers working from home
Given the recent events in the UK with regards the severe weather, many companies may think more seriously about "enabling" their employees to work from home.   News articles have said that many workers who couldn't work from home just 'had the day off'.  This would…
330 words, last edited in the morning of 16th Feb 2009
This article is from What is ITIL? - Business Strategy and has been viewed 7443 times.
Tags: Home working,viable option,work from home
Spring Logo
London, UK, February 3nd, 2009   Leading Welsh Housing Association has selected ICCM's Service Management software to support its use of ITIL® best practice processes. After conducting a full market assessment, Cadarn opted for ICCM's e-Service Desk for its cost benefits, full ITIL® alignment, flexibility and…
583 words, last edited in the afternoon of 10th Feb 2009
This article is from Press Releases - ITIL and has been viewed 9663 times.
Tags: ICCM, Service Desk contract, Cadarn Housing Group, Service Management
ITIL Governance during a challenging global econom
During the current global economic challenges, expenditure is probably the most important focus of any organization. The governance of the majority of economic expenditure within IT is performed primarily through the Change Management process. For clarity the definition of 'Governance' according to ITIL is:   Ensuring…
577 words, last edited in the evening of 27th Jan 2009
This article is from Service Transition - Change Management and has been viewed 11936 times.
Tags: ITIL Governance, global economic climate, Roles and Responsibilities, ITIL Change Management Process ,Requests For Change,Service Level Agreement
How to produce a Service Catalogue
Introduction   The official definition of an ITIL Service Catalogue is:   (ITIL Service Design) A database or structured Document with information about all Live IT Services, including those available for Deployment. The Service Catalogue is the only part of the ITIL Service Portfolio…
1626 words, last edited in the afternoon of 27th Jan 2009
This article is from Service Design - Service Catalogue Management and has been viewed 232701 times.
Tags: ITIL Service Catalogue, Service Catalogue, ITIL Service Portfolio, Requests for Change,ITIL v3,ITIL Service Design
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As many of you are aware, the ITIL methodology provides a framework for organizations to implement Best Practice thus leading to efficiencies primarily within the IT and Business functions.   Companies are going into administration on a daily basis across all industry sectors and as the…
477 words, last edited in the afternoon of 19th Jan 2009
This article is from Case Studies - Case Studies 1 and has been viewed 7933 times.
Tags: Credit Crunch, how can ITIL Help,ITIL methodology,Best Practice,Service Management Assessment,ITIL processes
At the time of the case study below I was a permanent employee of the Financial Services Company, hence the references to we (meaning IS Operations).   Financial Services Company - Potential Outsource of IT Operations   A) Scene   It was the early…
1323 words, last edited in the morning of 13th Jan 2009
This article is from Case Studies - Case Studies 1 and has been viewed 8579 times.
Tags: ITIL,Outsourcing Experience,SLA,ITIL purist
ISO/IEC 20000 Certification Steps
In excess of two hundred organizations around the globe have followed the route to becoming ISO 20000 certified. This article attempts to trace out the steps that an organization may expect to follow in an attempt to become ISO/IEC 20000 certified.   Baseline Current Capabilities   …
968 words, last edited in the morning of 12th Jan 2009
This article is from ISO20000 - Archived News and has been viewed 10476 times.
Tags: ISO/IEC,20000 Certification,ISO 20000 certified,ISO/IEC 20000 accredited
A survey by Service Desk Institute (SDI) of 159 service desk managers across eleven market sectors found that : First-level resolution rates have increased from just to 21 per cent to 60 per cent between 2004 and 2008 Adoption of ITIL standards has…
146 words, last edited in the morning of 8th Dec 2008
This article is from ITIL News - Surveys and has been viewed 9788 times.
Tags: ITIL Service Desk, Survey, Service Desk Institute, service desk managers, ITIL standards, Service Desk, Help Desk
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ITIL V3 Intermediate Training Courses Service Capa
Some of the training providers are now offering various Service Capability courses, these are similar to the ITIL V2 Practitioner courses.   The new ITILV3 courses have been grouped accordingly: Planning, Protection and Optimisation Service Offerings and Agreement Release,…
313 words, last edited in the afternoon of 17th Nov 2008
This article is from ITIL V2 / V3 Qualifications - Articles and has been viewed 7311 times.
Tags: ITIL V3, Intermediate Courses, Service Capability, ITIL V3, Protection and Optimisation, Service Offerings, Agreement Release, Control and Validation, Operational Support
The majority of organizations recognize ITIL as a major contributor to Data Centre Effectiveness, but its success in the 1990s resulted in the establishment of an international standard in the 21st century, ISO/IEC 20000. This article provides advice for any organization considering ISO/IEC 20000 accreditation.   …
432 words, last edited in the morning of 18th Aug 2008
This article is from ISO20000 - Archived News and has been viewed 14961 times.
Tags: ISO/IEC 20000,Data Centre Effectiveness,ITIL Version 3,ITIL V2,ITIL processes,ITIL Version 3 qualifications
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