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Showing posts with label it service management. Show all posts
Showing posts with label it service management. Show all posts

Wednesday, April 25, 2018

ITIL and Your Organization

Why ITIL

  • Traditional IT management is focused on resources and technology.
  • Since technology changes rapidly, IT is continuously reorganizing to fit the organization to the technology.
  • IT service management focuses on process.
  • Processes are less likely to change despite improvements in technology. Processes also tend to be more results focused.
  • ITIL re-focuses the IT organization to going back to serve the organization.
  • It provides a common language that the customer and IT understands. This translates to less confusion and more effective communication.

Wednesday, February 11, 2015

IT Problem Management Concept

One of the difficult things to understand in ITIL concepts is the concept of problems. Many confuse it with incidents. I have written an article explaining the difference between the two: Incident and Problem: What is the Difference.

THIS ARTICLE IS COPYRIGHTED. IF YOU CAN READ THIS THE PERSON WHO POSTED THIS STOLE MY WORK

Monday, August 5, 2013

Incident and Problem: What is the Difference

One nice thing about ITIL is it provides definitions for almost everything in IT service management. First things first. We need to define these two terms.
  • An incident is an unplanned disruption or degradation of service.
  • A problem is a cause of one or more incidents.

    Quite often, these two terms are used interchangeably. This causes a lot of confusion. Sometimes people will add another term, "issue" to mean the same thing.

    Tuesday, April 29, 2008

    What is ITIL


    The end goal of ITIL is to increase the earnings or reducing the costs of organizations. It does this by providing a framework where IT organizations can implement a repeatable, measurable and effective processes. The main idea of ITIL is everything is viewed from the customer perspective.

    With this perspective, processes are geared toward satisfying customer requirements. The business becomes the driver of IT services rather than IT driving the business. IT is now viewed as a service provider. It is not only viewed as an organization that provides support to an application or infrastructure component. IT is viewed as a critical service within an organization.