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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 12473 times.
Tags: ITIL Service Desk, Survey, Service Desk Institute, service desk managers, ITIL standards, Service Desk, Help Desk
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 9050 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 16986 times.
Tags: ISO/IEC 20000,Data Centre Effectiveness,ITIL Version 3,ITIL V2,ITIL processes,ITIL Version 3 qualifications
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;  …
85 words, last edited in the morning of 18th Aug 2008
This article is from Publications - Overview and has been viewed 12700 times.
Tags: Translated Glossary of Terms, ITIL,free download,ITIL 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 43792 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 13744 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 (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…
54 words, last edited in the evening of 22th Jul 2008
This article is from ITIL News - Previously and has been viewed 10194 times.
Tags: Electronic Data Systems,EDS,BMC,ITIL,AsiaPac,Configuration Management Database,managing and monitoring people
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 24524 times.
Tags: Experience,MSc in Service Management,IT Service Management,ITIL foundation,ITSM managers course
UK based Touchpaper, the provider of ITIL Service Management software has been acquired by Avocent of the USA, for approximately $45 million. The deal was completed on 1st July 2008.  
34 words, last edited in the afternoon of 8th Jul 2008
This article is from ITIL News - Previously and has been viewed 10040 times.
Tags: Touchpaper,acquired by,Avocent,ITIL Service Management
ISO IEC 20000 Expands
The various representatives of the countries who assist in the development of ISO/IEC 20000 met in Berlin, during May 2008. It is understood that agreement was reached to develop three addition 'parts' to ISO/IEC 20000, bringing the number of parts to five. Furthermore updates will be made to…
277 words, last edited in the morning of 9th Jun 2008
This article is from ISO20000 - Archived News and has been viewed 9043 times.
Tags: ISO/IEC 20000 Expands,ISO/IEC 20000,ISO/IEC 20000-1,ISO 27001,ISO/IEC 20000-2,ISO/IEC 20000-3,ISO/IEC 20000-4, ISO/IEC 20000-5
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