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Unlocking the Power of ITIL: A Comprehensive Guide to IT Service Management

In today’s fast-paced business environment, the seamless integration of technology and operations is critical to organizational success. This is where ITIL® (Information Technology Infrastructure Library) comes into play. Although it might initially appear to be an IT-focused certification, ITIL is, in essence, a business certification designed to enhance efficiency, customer satisfaction, and service delivery. This […]

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ITIL 4 Foundation an Introduction to a New Way of Thinking

ITIL

ITIL has always emphasized the importance of the customer, but they now give the customer even more weight. I’ve long believed that customers and customer experience are a key differentiator for businesses, so it’s really nice to see that this is being reflected and acted upon in a more concrete manner.

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Why You Need CSI in Your Business

ITIL

If you have been following our blog for a while then you might have come across a term called ITIL. If you haven’t, then it’s fine as well. We’ll explain it to you in a moment. But first, let’s focus on CSI. CSI stands for Continual Service Improvement and you might have heard this term

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Why Should You Care About Continual Service Improvement?

ITIL

If you have been following our blog for a while then you might have noticed that I’m a fan of something called ITIL. If you haven’t, then it’s fine as well. We’ll explain it to you in a moment. One of the modules of ITIL is CSI. CSI stands for Continual Service Improvement. If you’re

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The Impact To Your Business of “Unplanned Work”

ITIL

You can’t feel it, you can’t see it, you can’t touch it, but unplanned work is silently killing your business. How many times have you finished your day at work, very exhausted yet unable to cross anything off your list of high-priority to do things? This can make you feel robbed. It is impossible to

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ITIL Service Catalogs

ITIL

By this point, you hopefully realize that I’m a bit of an ITIL and process junkie! The ITIL Service Catalog is part of the ITIL Service design module, but while it seems very focused on the design side, it has implications in many other areas. Basically, its aim is making sure reliable, accurate information from

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CSI & Benchmarking

ITIL

As an IT professional, it is incumbent upon you to continue developing your skills and knowledge as that is the only way to ensure that you are current with what is considered “best practice”.After all – while you might think of your skills at work as being similar to Wolverine’s, you’ll realize that he didn’t

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WHAT IS A HELPDESK?

ITIL

OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss

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TO SOURCE, OR OUTSOURCE … THAT IS THE QUESTION!

ITIL

Continuing our discussion about ITIL Service Strategy, lets start talking about Sourcing. Sourcing is about analysing how to most effectively source and deploy the resources and capabilities required to deliver outcomes to customers. A sourcing decision is key in determining the best combination of suppliers (internal vs. external) to provide the most cost effective and

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