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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…
324 words, last edited in the afternoon of 10th May 2010
This article is from Service Strategy - Demand Management and has been viewed 53700 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
Service Portfolio Management
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…
338 words, last edited in the afternoon of 10th May 2010
This article is from Service Strategy - Service Portfolio Management and has been viewed 41233 times.
Tags: Service Portfolio Management,ITIL perspective,Service Portfolio,Service Management,SPM,Service Catalogue
The 7 Step Improvement Process
The Continual Service Improvement (CSI) process or 7 Step Improvement process explains how to measure and report on service improvement.  There are close links between this process and the Plan, Do, Check, Act cycle which should feed into the Service Improvement Plan or SIP.   It…
277 words, last edited in the afternoon of 10th May 2010
This article is from Continual Service Improvement - 7-Step Improvement Process and has been viewed 91496 times.
Tags: 7 Step Improvement process,ITIL perspective,Continual Service Improvement,Service Improvement Plan,Knowledge Management
ITIL v3 Service Measurement
The Service Measurement process has very close and obvious links to the Service Reporting process.  Base lining is vital in ensuring that the reports produced are meaningful to those who receive and that they provide value.  Without a base line there is no solid foundation upon…
355 words, last edited in the afternoon of 10th May 2010
This article is from Continual Service Improvement - Service Measurement and has been viewed 22046 times.
Tags: Service Measurement,ITIL perspective,Service Reporting,Base lining,monitoring and measuring
ITIL v3 Service Reporting
The Service Reporting process reports on the results achieved both operationally and strategically. It also reports on any developments related to Service Level Agreements such as hitting various targets, like availability.   Its purpose is to provide information to both IT and the business in order…
312 words, last edited in the afternoon of 10th May 2010
This article is from Continual Service Improvement - Service Reporting and has been viewed 48183 times.
Tags: Service Reporting,ITIL v3,ITIL perspective,Service Level Agreements,reporting framework policy,Service Design
Supplier Management from an ITIL perspective
Supplier Management plays a key role in Service Management.  It manages Suppliers, typically third party, although some can be internal suppliers, and services they provide to the client.  The aim is to ensure quality, consistency and value for money, in other words, at the right price.  …
481 words, last edited in the afternoon of 10th May 2010
This article is from Service Design - Supplier Management and has been viewed 47367 times.
Tags: Supplier Management,ITIL perspective,Service Management,third party,internal suppliers,Supplier Strategy,Service Strategy,Supplier and Contract Database,Configuration Management System
Information Security Management - an ITIL version
Information Security Management in this digital age plays a key role in Service Management.  It must align itself with IT Security and Business Security in order to ensure that information security across the organisation is controlled and managed.   The Information Security Management process includes: …
354 words, last edited in the afternoon of 10th May 2010
This article is from Service Design - Information Security Management and has been viewed 18102 times.
Tags: Information Security Management,ITIL perspective,Service Management,IT Security,Business Security,Information Security Management System,ISMS,ISO 27001
ITIL Request Fulfilment
As ITIL has evolved over the years it has become apparent that certain activities that are undertaken do not benefit from following the well documented ITIL Change Management process every time. In fact if this was the case then ITIL would simply be dismissed as bureaucratic.…
202 words, last edited in the afternoon of 10th May 2010
This article is from Service Operation - Request Fulfillment and has been viewed 39010 times.
Tags: ITIL v3,Request Fulfillment,What is Request Fulfilment,ITIL perspective,ITIL Change Management
ITIL v3 Event Management and the Service Desk
The ITIL definitions for an 'Event' and 'Event Management':   Event - A change of state that has significance for the management of a Configuration Item or IT Service.   Event Management - The process responsible for managing Events throughout their lifecycle.  
166 words, last edited in the afternoon of 10th May 2010
This article is from Service Operation - Event Management and has been viewed 16200 times.
Tags: ITIL v3,Event Management,Service Desk,Configuration Item
ICCM
Vendors selected as a 'Cool Vendor' for 2010 report are innovative, impactful and intriguing   London, Baltimore, Cincinnati, April 13th, 2010 - ICCM Solutions, a globally recognized IT Service Management software company has been named in the 2010 Gartner 'Cool Vendor in BPM' report (1). Gartner,…
823 words, last edited in the evening of 4th May 2010
This article is from Press Releases - ITIL and has been viewed 9652 times.
Tags: ICCM,ICCM Solutions,IT Service Management ,Cool Vendor,Industry Analysts
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