Establishing effective Service Level Management (SLM) requires Service Level Agreements (SLA) to be defined and agreed with the Business or Customer community. The contents of the SLA should be clear and concise, objective and measureable. Having agreed the SLA the next stage is to report against the SLA.…

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;  …

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…

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)   …

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…

Some believe that the fundamental discipline that underpins almost all the ITIL disciplines is Configuration Management and the Configuration Management DataBase (CMDB). The CMDB can comprise of a multitude of different types of Configuration Items (CIs), each containing various attributes. When deciding what level of attribute to record it is…

"I have recently sat my ITIL v3 Managers Bridging course and it wasn't as bad an experience as I was expecting".   Having successfully passed the ITIL v2 Managers exam back in 2000 the prospect of sitting another ITIL exam was daunting.   The…

by Deirdre McArdle Public sector IT departments are feeling the squeeze when it comes to hiring skilled staff, with 90.5 percent saying they are facing headcount restrictions.   That's according to a survey conducted by recruitment firm IT Force, which shows that IT…

More often than not an ITIL implementation can comprise of more than one discipline being implemented in parallel. On occasions they may be run as separate projects, ideally they should be run together under a ‘Program’. An example of such an implementation would be the introduction of ITIL…

The introduction of ITIL into any organization more often than not requires the support of a toolset to assist with the adoption of the various processes, together with facilitating the interfaces between the processes.   When selecting the toolset for your organization it is important to remember that…