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A great time to be in or invest in ITIL?

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ITIL Practitioner
ITIL Foundation
ITIL Guru
ITIL Manager
ITIL in Practice
Investing in ITIL
I believe that most would rightly accuse me of understatement for saying that both the commercial and government IT worlds are not comfortable places to be at the moment, whether permanently employed or contractor although things are looking better than they did twelve months ago, overall the short…
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707 words, last edited in the afternoon of 14th May 2010
This article is from What is ITIL? - Business Strategy and has been viewed 14670 times.
Tags: invest in ITIL,ITIL implementations,government IT,service management,service desk team,economies of scale,Best Practise,ITIL disciplines,Colin Mayers,Mayers Consulting,ITIL Managers Certificate,ISO20000 Internal Auditor,Consultant Certificate,Prince 2 Practitioner

ITIL V3 Technical Service Catalogue – Multi-Suppliers

ITIL General
ITIL Practitioner
ITIL Foundation
ITIL Guru
ITIL Manager
ITIL Version 3 Technical Service Catalogue
Imagine having an environment where several third party suppliers are involved in delivering your end-to-end services to your customer community, irrespective whether they are internal or external customers.   All is great until it fails or goes wrong. If you like 'bun-fights' you may need to…
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321 words, last edited in the afternoon of 14th May 2010
This article is from Service Design - Service Catalogue Management and has been viewed 25442 times.
Tags: ITIL V3,Technical Service Catalogue,Multi-Suppliers,Configuration Items

What is Knowledge Management from an ITIL perspective?

ITIL Practitioner
ITIL Foundation
Knowledge Management from an ITIL perspective
The primary role of Knowledge Management is to improve the quality of decision making by ensuring that accurate, reliable and trustworthy information is available throughout the Service Lifecycle.   In order to achieve this, effective sharing of knowledge in most scenarios requires the development and ongoing…
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414 words, last edited in the afternoon of 10th May 2010
This article is from Service Transition - Knowledge Management and has been viewed 81552 times.
Tags: Knowledge Management,ITIL perspective,Service Lifecycle,Configuration Management System,Configuration Management Database,Service Knowledge Management System,SKMS

What is Service Validation and Testing from an ITIL perspective?

ITIL Practitioner
ITIL Foundation
Service Validation and Testing from an ITIL perspe
Service Validation and Testing defines the testing of services during the Service Transition phase.  This will ensure that new or changed services are fit for purpose (this is known as utility) and fit for use (this is known as warranty).   Service Validation and Testing's goal…
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292 words, last edited in the afternoon of 10th May 2010
This article is from Service Transition - Service Validation & Testing and has been viewed 51608 times.
Tags: Service Validation & Testing,ITIL perspective,Service Transition

What is Transition Planning & Support from an ITIL perspective?

ITIL Practitioner
ITIL Foundation
ITIL perspective - Transition Planning and Support
Transition planning and support defines the planning and coordination of resources in order to deliver the specification of the Service Design.  Risks and issues are managed effectively through this process.   There are a number of activities for Transition Planning, these include: Set…
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182 words, last edited in the afternoon of 10th May 2010
This article is from Service Transition - Transition Planning & Support and has been viewed 28142 times.
Tags: Transition Planning & Support,ITIL perspective,Service Design,Transition Planning

What is Demand Management from an ITIL perspective?

ITIL Practitioner
ITIL Foundation
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…
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324 words, last edited in the afternoon of 10th May 2010
This article is from Service Strategy - Demand Management and has been viewed 62383 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

What is Service Portfolio Management from an ITIL perspective?

ITIL Practitioner
ITIL Foundation
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…
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338 words, last edited in the afternoon of 10th May 2010
This article is from Service Strategy - Service Portfolio Management and has been viewed 55624 times.
Tags: Service Portfolio Management,ITIL perspective,Service Portfolio,Service Management,SPM,Service Catalogue

What is the 7 Step Improvement process from an ITIL perspective?

ITIL Practitioner
ITIL Foundation
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…
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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 108289 times.
Tags: 7 Step Improvement process,ITIL perspective,Continual Service Improvement,Service Improvement Plan,Knowledge Management

What is Service Measurement from an ITIL perspective?

ITIL Practitioner
ITIL Foundation
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…
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355 words, last edited in the afternoon of 10th May 2010
This article is from Continual Service Improvement - Service Measurement and has been viewed 30226 times.
Tags: Service Measurement,ITIL perspective,Service Reporting,Base lining,monitoring and measuring

What is Service Reporting from an ITIL perspective?

ITIL Practitioner
ITIL Foundation
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…
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312 words, last edited in the afternoon of 10th May 2010
This article is from Continual Service Improvement - Service Reporting and has been viewed 65652 times.
Tags: Service Reporting,ITIL v3,ITIL perspective,Service Level Agreements,reporting framework policy,Service Design
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