We are often asked what is the difference between a Change and a Release...   A release is simply a large, complex change that may require a significant management into the production environment. ITIL defines a Change and Release as follows: Change: The addition,…

November 2012: BankservAfrica, an automated clearing house is using ITIL best practices to improve and lower the cost of services to clients, and provide a framework that will enable the organisation to identify and implement continual operational improvements. Marvel's MSM Expert, an integrated ITIL-based solution has been chosen to assist…

The attached case study from iET Solutions discusses how SBB, Switzerland's largest travel and transport company, is benefiting from implementing ITSM, including improved management of multiple outsourced service providers. Download PDF: Swiss Railway SBB iET ITSM the missing link between IT service providers and SBB Informatik (420kb PDF) …

Civil Service Employees Pension Fund (CSEPF) IT Management needed improvement in following IT Service Management Areas : Need to enhance employee service response time for its IT Help Desk. Improve accountability and visibility of IT Service and Support. Improve Quality of…

The world media are having a feeding frenzy after an IT software change at a major banking organization in the UK failed, disrupting many payments into and out of customers accounts, primarily locking their funds for several days.   Numerous stories were published regarding members of the public…

17 April 2012 - ICCM Solutions is set to launch its Deploy & Improve methodology at the 2012 Service Desk & IT Support Show, to maximise the business value realised by customers when replacing legacy service management systems.   The Deploy & Improve methodology has been developed to…

The US Army's move of 1.4 million users to the cloud for email is assisting to fix long-standing process problems across the department. Mike Krieger, the Army's deputy chief information officer, stated the service and its partner, the Defense Information Systems Agency (DISA), which is hosting the email…

ITIL Change Management clearly states that all Requests for Change (RFCs) must be approved and authorized in advance of implementation. The speed and effectiveness of the approval and authorization element of the Change Management process can provide the difference between the organization being responsive to market forces, competitive…

OMNITRACKER is more than just a premium IT Service Management tool, it is an extremely flexible, high performance IT platform that currently supports 12 different out-of-the-box and integrated applications, including IT Service Management, Project Management, Requirement Management and Contract Management. All applications can be easily modified and even better, clients…

A must have for anyone studying for the ITIL Foundation Examination, the ITIL Foundation Handbook.   Following on from the release of the revised ITIL 2011 core publications, the ITIL Foundation Handbook has now been updated. The updates are aligned with the new ITIL 2011 syllabus…