This article references a published 'Performance Work Statement' (PWS) that has been issued by the United States Marines and is available in the public domain.   At a strategic level (i.e. the Board) a decision may be taken to engage third party suppliers to assist with…

The following information has been provided by APM Group, who administers the overall ITIL Qualification Scheme, and provides details of all the examinations undertaken, ITIL v2 and ITIL v3. The information is distributed to the Examination Institutes (EIs) for information purposes. Details regarding the percentage of candidates who…

The average pass rates for the ITIL v3 Examinations have been identified following the analysis of information originally supplied by APM Group who are responsible for the overall administration of the ITIL v3 Qualification Scheme. The information covers the period from January to May 2010.   The examinations that…

Discussions on appropriate Information Security for SME's There is increasing pressure building from legislation (for example Data Protection in the UK/EU) and industry Regulations (for example Payment Card Industry - Data Security Standard abbreviated as PCI-DSS) to affect Small and Medium Enterprises (SME's) that previously only really…

The ITIL v3 Software Endorsement Scheme assesses vendor software to ensure that it does align to the relevant ITIL v3 processes as claimed. If successful the software is awarded the appropriate scheme logo and the vendor is able to market the software as ITIL v3 Software Endorsement Scheme…

IT Service Management is a multi-million pound global industry.  Delivering quality service solutions is now not just about the technology.  How you deal with service breaks, how you manage change, dealing with performance issues, implementing and delivering the benefits of new technology and managing customer satisfaction at the right cost is crucial…

Whilst viewing some blogs we spotted a great checklist to assist individuals and Change Advisory Boards (CABs) when evaluating Change Requests.   The blog was produced by 'Milt' and titled the seven R's of Change Management', but we at ITILnews believe there was one missing, which…

A brief history of ITIL and how it has developed over the last twenty years or so can be found by clicking here.   ITIL has evolved through three iterations or versions and the current version is referred to as ITIL v3, this is simply because…

Introduction   I hate the word 'holistic', it conjures up images of questionable medical techniques involving scented candles and crystals.   But when it comes to describing how Business Intelligence implementation should be approached, holistic fits the bill perfectly.   An overall…

Whilst writing the article on Service Management Reporting the subject of naming services and some of the potential pitfalls around it started to have a life of their own, so what follows are some of the things I have found and some thoughts on ways around the possible mistakes.…