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The Credit Crunch, how can ITIL Help?

ITIL General
ITIL in Practice
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…
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477 words, last edited in the afternoon of 19th Jan 2009
This article is from Case Studies - Case Studies 1 and has been viewed 10904 times.
Tags: Credit Crunch, how can ITIL Help,ITIL methodology,Best Practice,Service Management Assessment,ITIL processes

ITIL Outsourcing Experience

ITIL General
ITIL in Practice
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…
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1323 words, last edited in the morning of 13th Jan 2009
This article is from Case Studies - Case Studies 1 and has been viewed 11795 times.
Tags: ITIL,Outsourcing Experience,SLA,ITIL purist

ISO/IEC 20000 Certification

ITIL General
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   …
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968 words, last edited in the morning of 12th Jan 2009
This article is from ISO20000 - Archived News and has been viewed 13639 times.
Tags: ISO/IEC,20000 Certification,ISO 20000 certified,ISO/IEC 20000 accredited

ITIL Service Desk - Survey

ITIL General
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…
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146 words, last edited in the morning of 8th Dec 2008
This article is from ITIL News - Surveys and has been viewed 14388 times.
Tags: ITIL Service Desk, Survey, Service Desk Institute, service desk managers, ITIL standards, Service Desk, Help Desk

ITIL V3 Intermediate Courses - Service Capability

ITIL General
ITIL Practitioner
ITIL Manager
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,…
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313 words, last edited in the afternoon of 17th Nov 2008
This article is from ITIL V2 / V3 Qualifications - Articles and has been viewed 10294 times.
Tags: ITIL V3, Intermediate Courses, Service Capability, ITIL V3, Protection and Optimisation, Service Offerings, Agreement Release, Control and Validation, Operational Support

ISO/IEC 20000 - Shalls and Shoulds

ITIL General
ITIL Guru
ITIL Manager
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.   …
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432 words, last edited in the morning of 18th Aug 2008
This article is from ISO20000 - Archived News and has been viewed 18197 times.
Tags: ISO/IEC 20000,Data Centre Effectiveness,ITIL Version 3,ITIL V2,ITIL processes,ITIL Version 3 qualifications

ITIL Translated Glossary of Terms

ITIL General
ITIL Practitioner
ITIL Foundation
ITIL Guru
ITIL Manager
Translated Publications ITIL Version 3
ITIL Glossary – Translations available for free download...   The ITIL glossary has been translated into several languages and are available to download for free by clicking on the following link and once agreeing to the terms and conditions they can be downloaded;  …
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85 words, last edited in the morning of 18th Aug 2008
This article is from Publications - Overview and has been viewed 14261 times.
Tags: Translated Glossary of Terms, ITIL,free download,ITIL Glossary

The London Ambulance Service and implementing ITIL

ITIL General
ITIL Practitioner
ITIL Foundation
ITIL Guru
ITIL Manager
ITIL in Practice
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…
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3924 words, last edited in the afternoon of 29th Jul 2008
This article is from Case Studies - Case Studies 1 and has been viewed 45579 times.
Tags: London Ambulance Service,implementing ITIL,Service Desk,Service Management,ITIL Foundation,ITIL processes,ITIL v3,ITIL Process Manager,ITIL

ITIL V3 Core Publications Updates

ITIL General
ITIL Practitioner
ITIL Foundation
ITIL Guru
ITIL Manager
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)   …
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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 14956 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

EDS, BMC and ITIL - AsiaPac

ITIL General
EDS (Electronic Data Systems) Asia Pac, hot on the heels of it's agreed takeover by HP (Hewlett Packard) in May for around US$14bn, has announced that it is to standardize on BMC's Atrium Configuration Management Database (CMDB) based on ITIL, to assist with managing and monitoring people, processes…
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54 words, last edited in the evening of 22th Jul 2008
This article is from ITIL News - Previously and has been viewed 11489 times.
Tags: Electronic Data Systems,EDS,BMC,ITIL,AsiaPac,Configuration Management Database,managing and monitoring people
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