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ITIL - Availability formula for Service Level
Establishing effective Service Level Management (SLM) requires Service Level Agreements (SLA) to be defined and agreed with the Business or Customer community. The contents of the SLA should be clear and concise, objective and measureable. Having agreed the SLA the next stage is to report against the SLA.…
427 words, last edited in the morning of 18th Aug 2008
This article is from Service Design - Service Level Management and has been viewed 54053 times.
Tags: ITIL, Availability formula, Service Level Agreements, SLA, Service Level Management, Service Catalogue
Translated Publications ITIL Version 3
ITIL V3 Glossary - Translations available for free download   The OGC ITIL V3 Glossary has been translated into the following languages and are available to download for free:   ·         Brazilian Portuguese Translation ·         Chinese Translation ·        …
175 words, last edited in the morning of 18th Aug 2008
This article is from Publications - Overview and has been viewed 8414 times.
Tags: Translated Glossary of Terms, ITIL version 3,free download,ITIL V3,ITIL V3 Glossary
The London Ambulance Service and implementing ITIL
Background   The points that will be covering include a background on the LAS which covers the LAS work and how the IM&T Directorate previously operated. IM&T stands for Information Management & Technology and is often used in the NHS, as it includes a combination of…
3924 words, last edited in the afternoon of 29th Jul 2008
This article is from Case Studies - Case Studies 1 and has been viewed 40838 times.
Tags: London Ambulance Service,implementing ITIL,Service Desk,Service Management,ITIL Foundation,ITIL processes,ITIL v3,ITIL Process Manager,ITIL
Following the publications of the core ITIL V3 books just over a year ago a few amendments have been identified and they can be found by clicking on the appropriate book name below:   (All links below are from http://www.best-management-practice .com)   …
146 words, last edited in the evening of 22th Jul 2008
This article is from ITIL Version 3 - Core Publication Structure and has been viewed 11788 times.
Tags: ITIL V3,Core Publications,ITIL Service Strategy,ITIL Service Design,ITIL Service Transition,ITIL Service Operation,ITIL Continual Service Improvement,OGC Publications,Change Log
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By Manisha Champaneri BSc MSc ISO/IEC 20000 & ITSM Consultant Marval Group - UK   Within 4 months of graduating with BSc Honours in Business Information Systems, I entered the IT Service Management Industry where I got an opportunity to work closely with the well known…
1300 words, last edited in the evening of 11th Jul 2008
This article is from Qualifications - Qualifications Overview and has been viewed 21927 times.
Tags: Experience,MSc in Service Management,IT Service Management,ITIL foundation,ITSM managers course
ITIL Configuration Management - Configuration
Some believe that the fundamental discipline that underpins almost all the ITIL disciplines is Configuration Management and the Configuration Management DataBase (CMDB). The CMDB can comprise of a multitude of different types of Configuration Items (CIs), each containing various attributes. When deciding what level of attribute to record it is…
161 words, last edited in the morning of 30th Jun 2008
This article is from Service Transition - Service Asset & Configuration Management and has been viewed 42130 times.
Tags: ITIL Configuration Management,Configuration Item Attributes,ITIL disciplines,Configuration Management,Configuration Management DataBase,CMDB,Configuration Items
Credit crunch hits public sector IT hiring
by Deirdre McArdle Public sector IT departments are feeling the squeeze when it comes to hiring skilled staff, with 90.5 percent saying they are facing headcount restrictions.   That's according to a survey conducted by recruitment firm IT Force, which shows that IT…
386 words, last edited in the afternoon of 8th Jun 2008
This article is from ITIL News - Surveys and has been viewed 7062 times.
Tags: Credit crunch,public sector,IT hiring,IT departments,IT Force
More often than not an ITIL implementation can comprise of more than one discipline being implemented in parallel. On occasions they may be run as separate projects, ideally they should be run together under a ‘Program’. An example of such an implementation would be the introduction of ITIL…
409 words, last edited in the morning of 3rd Jun 2008
This article is from Case Studies - Case Studies 1 and has been viewed 10974 times.
Tags: ITIL implementation Guidance,ITIL Configuration, Change and Release Management,Project Managerm,Program Manager,Program Risks,Issues log,IT Director
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Selecting an ITIL Service Management Toolset
The introduction of ITIL into any organization more often than not requires the support of a toolset to assist with the adoption of the various processes, together with facilitating the interfaces between the processes.   When selecting the toolset for your organization it is important to remember that…
1001 words, last edited in the morning of 3rd Jun 2008
This article is from Management Tools - Advice and Guidance and has been viewed 20670 times.
Tags: ITIL Service Management Toolset,interpretation of ITIL,Service Desk Operator
IT Service Management Toolset Checklist
The following points have been extracted from an article entitled 'Selecting an ITIL Service Management Toolset'.   1.      Select a toolset that fits your organization not the other way round.  Processes come first not the tool.  Be clear on what you want the toolset to do…
449 words, last edited in the morning of 3rd Jun 2008
This article is from Management Tools - Advice and Guidance and has been viewed 13367 times.
Tags: IT Service Management,Toolset checklist,Management Information,multi-nationsl,ITIL process owners,user groups
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