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…

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…

The following points have been extracted from an article entitled 'Selecting an ITIL Service Management Toolset'.   1.      Select a toolset that fits your organization not the other way round.  Processes come first not the tool.  Be clear on what you want the toolset to do…

Canada (Press Release) May 27, 2008 -- 4/27/08 (Lexington, North Carolina) A trusted source for accredited IT Service Management (ITSM) training and certification programs, itSM Solutions today, announced a partnership with Career Academy to launch an online series of ITIL Version 3 Mentored Learning Training…

APM Group (APMG) the organization who are responsible for the development and administration of the ITIL Version 3 Certification Scheme, announced on the 23rd May 2008, the release dates for the ITIL Intermediate Certificate modules, ITIL Service Lifecycle and ITIL Service Capability. The exact details are…

ITIL Intermediate Certificates, ITIL Expert Certificate, ITIL Advanced Certificates   The APM Group (APMG) based in the United Kingdom, has finally agreed the names by which the ITIL V3 Certificates will be known by. The diagram below provides an update to the original diagram that has…

By Hank Marquis, www.itsmsolutions.com   The IT Infrastructure Library (ITIL) refers to Service or Systems Outage Analysis (SOA) as a method to improve availability. Unfortunately, the ITIL does not indicate how one actually performs SOA! This article explains the benefits of SOA, and gives you a 7-step guide…