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Importance of Communication in IT Service Operations

Service providers often goof up with their management of IT service operations, thanks to their negligence towards the soft skill that makes or breaks operations - communication. They generally don't value the importance of communication and end up paying for it through escalations, penalties and negative customer ratings. Why is communication

Criteria for Standard Changes

Changes that are rate low on risk and low impact are categorized as standard changes. Examples include database re-indexing, minor patch upgrades, and blacklisting of IP addresses. These are merely examples to aid in understanding the standard changes, and every type of organization assesses risks differently. For a charity organization, most minor

Everything You Need to Know about Business Services and Technical Services

In service management context, the words business services and technical services are used extensively. In most cases, it is used interchangeably. In this post, we will examine the two concepts, study the relationship and conclude whether they can be swapped for one another. Business Services As the word business indicates, these services

Composition of Change Advisory Board (CAB)

A Change advisory board (CAB) in principle exists to support the change manager in making decisions, in terms of approving or rejecting proposed changes, and to support in scheduling and prioritization of changes. A CAB is a fairly dynamic setup. Every change will have a different set of stakeholders. These stakeholders form

Want to Create Value? Start Automating in ITIL Implementations

Automation is the path forward in the workspace. People are expensive and often unreliable. But, there are a number of activities, which involves wisdom, circumspection, and thought-flow that calls out for human brains rather than machine trained deliveries. You can create significant value in IT service management through automation. A number