This content is from our ITIL 4 Video Certification Training Course. Start training today! Providing value through the use of services or, better yet, co‑creating value through the use of services requires a very unique balance of a lot of different ingredients. First, when we’re looking at outcomes, costs, and risks. Outcomes, Risks and Value: … Continue reading Understanding Values, Outcomes, Costs and Risks in ITIL 4
ITIL 2011 Foundation Module: Service Management as a Practice Title: IT Today, IT Opportunity Instructor: Mark Thomas – Director of Business Services – ITIL, COBIT and Business Analysis IT Today, IT Opportunity As we start to look at Module 3 – Service Management as a Practice. I think it is important for us to look at what … Continue reading IT today – IT exists because the Business exists.
In part one of this blog series, we discussed Step 1 to my first Service Catalog (Get something out there!). In this part, I’d like to share with your our final three steps. Step 2: Refine the catalog with meaningful information. Once we had a basic catalog launched with key services, we found our first … Continue reading ITIL – Building a Service Catalog in 4 steps, Part 2 of 3
The Service Catalog has, in the last few years, been one of the most popular starting points for most Service Management initiatives. For some companies, it is also one of the hardest things to do. A few years ago I was asked to run the Service Desk for a client on a temporary basis. It … Continue reading ITIL – Building a Service Catalog in 4 steps, Part 1 of 3
Can you guess the most popular question I get in an ITIL class? "What process should we start with?" – No. "How do I become an ITIL expert?" – No. "What is the best approach to implementing Change Management?" – No. "How do I get executive level support for our Service Management initiative?" – Yes! … Continue reading Can you guess the most popular question I get in an ITIL class?
Heads up – your 2013 budget is due soon. It will be here before you know it so assemble the team and start planning. If you’re on a calendar year financial cycle, it is likely you’re starting to hear rumblings about the upcoming budget planning cycle. Don’t fret, here are some hints to helping you … Continue reading Using the ITIL process for your next budget planning
About three years ago I was in charge of all IT operations for a managed service provider and had just completed an assessment of our service management processes. In that assessment we discovered that several key Service Management processes had very low maturity and the tools being used were inadequate and not deployed correctly. One … Continue reading Can you really use SharePoint to manage process? YES.