Introduction to Service Desk
I believe that if you get the service desk structure and implementation right, half your job is done. Service desk is the most important unit...
Tag : ITIL v3
Why must Organizations Implement ITIL? (Benefits of ITIL) – Part 1
Implementing ITIL is not inexpensive. It takes plenty of effort and costs escalate depending on the complexity of the processes. The implementation calls for workforce...
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...
How is ITIL Important to Individuals
Do you advise that I get the ITIL certification? Will I get a better paying job if I get ITIL foundation certification? I have 6...
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...
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 : 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...