Without its IT infrastructure a modern organisation will find if difficult if not impossible to conduct its day-to-day business operations. This IT infrastructure consists not only of servers, networks, PCs and software but also related documentation. It is vital that this information is easily available and kept up-to-date as it…

At ITILnews.com we are committed to providing value to the Service Management marketplace.  This article provides those of you responsible for Release & Deployment a suggested set of KPIs that you can utilise.   Number of software defects in production Number of bugs or software…

The focus of ITIL Release Management is the protection of the live environment and its services through the use of formal procedures and checks. Working in conjunction with ITIL Change and Configuration Management, Release Management is employed for: Large, major or critical Changes …

One of the ITILnews community have sent in the following question:   "Hello, why is not much material available regarding service validation & testing? Is it because noone really engages into the process? Or is it that we have still the idea that testing is for…

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…

Knowledge Management (KM) has been portrayed as being a direct descendant of the quality movement that started with W. Edwards Deming, and quite rightly we can trace many of the core tenets of KM to the various Quality Management offshoots. The concern for parsimony and efficiency, the analysis…

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…