ITIL 2011 : Strategy Management for IT Services
One of the new processes that is formally added in ITIL 2011 is the Strategy Management for IT Services (SMITS). In effect, this process had always existed, but not...
Tag : ITIL 2011
ITIL 2011 Changes (Compared to ITIL V3)
ITIL 2011 contains 5 phases – service strategy, service design, service transition, service support and continual service improvement. Twenty five processes make the new ITIL...
List of ITIL V3 (2011) Processes and Functions
I get swarmed with questions on how many processes exist in ITIL in total and which processes lie in which lifecycle phase. To be honest,...
Confusion between Knowledge Management Database and Known Error Database
I recently wrote a piece for Plural Sight on Known Error Database (KEDB). A KEDB is a repository that holds information about problems for which...
ITIL : Reactive vs Proactive
In IT, being reactive and acting proactively are perhaps the most common words thrown in emails and meetings, especially when they are used in the...
Role of an Incident Manager in ITIL [VIDEO]
Here is a video detailing the role of an incident manager and his responsibilities in an organization driven by ITIL principles....
ITIL : Cost vs Quality
Balancing cost and quality is a puzzle that no organization has been able to rule over. The intended trend is to reduce the cost and...
ITIL : Stability vs Responsiveness
In the game of balancing weights and counterweights in ITIL, let us look at the balance between stability and responsiveness. The design of IT services...