ITIL Masters of the Universe
Since the revision of the ITIL documentation to the third version, a new certification scheme appeared. Before it, there were two main levels, the Foundation and the Service Manager levels. Now the...
View ArticleProfit Center Vs Cost Center, going beyond ITIL
If you assisted the intermediate level ITIL classes needed to apply for a Service Expert certification, you’ve been told that the objective of an IT department is to be considered as a profit center...
View ArticleShaping the behavior of your team with indicators
When service managers define the main KPI to track the behavior of their teams, it’s common to focus only on obtaining the most and more accurate information about your processes (and by extensions,...
View ArticleSLA: What is, What is not and What it should be
Nowadays, with more and more companies moving to the externalized cloud services, SLA’s have became more and more important. If we follow the ITIL guidance, SLA’s are, among other things, a way of...
View ArticleApplying ITIL on Small Sized Organizations
The first day I attended on an ITIL formation, the teacher told us: “ITIL is suitable for all sizes and types of companies, the secret is to know how adapt it.” But the more I understood the ITIL...
View ArticleManipulating the SLA
When you translate your SLA terms into configuration at your ITSM tool, a lot of questions arise. The exact meaning of states, the different situation of elements and what should be count and what not...
View ArticleMajor Incidents | Designing the Priority
When deploying a new ITSM tool (Remedy or other) one of the aspects to design is the way the priority is determined. At first sight it seems an easy aspect. But a deeper analysis reveals that it’s a...
View ArticleBMC Video about Remedy ITSM 8.0
I want to share will you a video published by BMC at YouTube where Peter Adams (Lead Product Manager) gives an overview fo the enhancements in the BMC Remedy ITSM 8.0 release. For those who are still...
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