Tags » ITSM

Top 10 Things Companies Don't Think About When They're Thinking About a Service Catalog

With a little bit of thought and planning, the Service Catalog can become one of the most valuable artifacts of an ITSM implementation….but it requires some thought and planning before starting!   1,157 more words


One of recurrent topics in my discussions on ITSM. What actually is SLA? How to achieve good SLA? If SLA should be 2 or 40 pages? 82 more words


Knowledge Centered Support

By Dick Stark

On Wednesday, RightStar and RightAnswers hosted a webinar, How Knowledge-Centered Support (KCS) Methodology Can Empower Your Service Organization. This “mini-class” described the methodology behind KCS and the value that good knowledge management (KM) provides. 479 more words


IT Infrastructure Documentation. It can be done well!

In my opinion, every IT team should use a service like Doclan MDS to manage their documentation. Okay, so documentation as a service is a difficult topic to get excited about, but I really did and it has been absolutely invaluable to me. 504 more words

The ITIL cynic

“What is a cynic? A man who knows the price of everything and the value of nothing.”

Oscar Wilde

Sometimes I think most people see ITIL and ITSM as this. 634 more words


What does standards require on Monitoring?

The word monitoring appears 47 times in ISO 9001:2008, 14 times in 27001:2013, 13 times in 20000-1 and a whopping 69 times in PCI DSS v3.0. 356 more words


First things first (2)

Second question I have raised prior to holiday break was:

What would You take FIRST into consideration, when combining ITIL and Agile?

Surprisingly over last two years only a few persons I have met would ever consider such question.

627 more words