ITIL v3 (ITIL version 3) ITIL v2 (ITIL version 2) and ISO20000 portal from ITILnews

What is Incident Management from an ITIL perspective?

Incident Management is responsible for handling all incidents. These are classed as faults, bugs, failures or issues that have been reported by users / customers either via telephoning a Service Desk, self logging through an intranet portal or by monitoring tools. The definition of an…

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317 words, last edited in the afternoon of 1st Jun 2010

This article is from Service Operation - Incident Management and has been viewed 18581 times.

Tags: Incident Management,ITIL perspective,Service Desk,IT service,configuration items,Service Level Agreements,Operational Level Agreements

The Lost World Of Problem Management

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…

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194 words, last edited in the morning of 24th May 2010

This article is from Free Downloads - ITIL PDF and has been viewed 11263 times.

Tags: The Lost World Of Problem Management,Karen Ferris,Problem Management,ITIL,IT Service Management,Incident and Problem Management,ITIL Problem Management

PROLIN ITSM as a Service Launches Smart Client 7 for HP Service Desk

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…

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510 words, last edited in the afternoon of 20th May 2010

This article is from Press Releases - ITIL and has been viewed 11320 times.

Tags: PROLIN,ITSM as a Service,Smart Client 7,HP Service Desk,Service Desk software,IT Service Management,ITSM,Saas

A great time to be in or invest 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…

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707 words, last edited in the afternoon of 14th May 2010

This article is from What is ITIL? - Business Strategy and has been viewed 12518 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 V3 Technical Service Catalogue � Multi-Suppliers

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…

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321 words, last edited in the afternoon of 14th May 2010

This article is from Service Design - Service Catalogue Management and has been viewed 22556 times.

Tags: ITIL V3,Technical Service Catalogue,Multi-Suppliers,Configuration Items

What is 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…

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414 words, last edited in the afternoon of 10th May 2010

This article is from Service Transition - Knowledge Management and has been viewed 72837 times.

Tags: Knowledge Management,ITIL perspective,Service Lifecycle,Configuration Management System,Configuration Management Database,Service Knowledge Management System,SKMS

What is Service Validation and Testing from an ITIL perspective?

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…

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292 words, last edited in the afternoon of 10th May 2010

This article is from Service Transition - Service Validation & Testing and has been viewed 39986 times.

Tags: Service Validation & Testing,ITIL perspective,Service Transition

What is Transition Planning & Support from an ITIL perspective?

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…

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182 words, last edited in the afternoon of 10th May 2010

This article is from Service Transition - Transition Planning & Support and has been viewed 23400 times.

Tags: Transition Planning & Support,ITIL perspective,Service Design,Transition Planning

What is 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…

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324 words, last edited in the afternoon of 10th May 2010

This article is from Service Strategy - Demand Management and has been viewed 55488 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

What is Service Portfolio Management from an ITIL perspective?

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…

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338 words, last edited in the afternoon of 10th May 2010

This article is from Service Strategy - Service Portfolio Management and has been viewed 45602 times.

Tags: Service Portfolio Management,ITIL perspective,Service Portfolio,Service Management,SPM,Service Catalogue

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