tag:blogger.com,1999:blog-5859778779405304862Sun, 19 May 2013 00:10:16 +0000Free MindMapITIL QualificationService TransitionMicrosoft System Center Service ManagerImplementationService StrategyprocessService DeskITSMProblem ManagementMajor IncidentSurveyRequest FulfilmentConfiguration ManagementITIL BooksCustomerISO/IEC 20000SatisfactionCategorizationISO/IEC 20000-1:2011ISO20000GovernmentPRINCE2DefinitionITILService ManagementIncident ManagementCustomer SatisfactionITIL V3functionService SupportRelease ManagementChange ManagementHistoryPassword resetDownloadsrevenueITIL 2011ITIL ExamClassificationBasic IT Service Management knowledge points in ITIL and ISO/IEC20000.http://itservicemngmt.blogspot.com/noreply@blogger.com (doctor)Blogger56125tag:blogger.com,1999:blog-5859778779405304862.post-6191984252387052723Thu, 02 May 2013 21:08:00 +00002013-05-05T13:50:33.032-07:00ITILPRINCE2GovernmentITIL 2011revenue Her Majesty decided to let the 51% of ITIL/PRINCE2 ownership to Capita plc, a company selected after an extensive procurement process to create a new Joint Venture organization.  Cabinet Office will get 10 million pounds advance and three additional annual payments of 9,4 million pounds. In return, Capita will own 51% of a new Joint Venture (JV) organization. Government Office keeps 49%. http://feedproxy.google.com/~r/ItilServiceManagement/~3/azzNP7wwXUg/cabinet-office-decided-to-let-51-of.htmlnoreply@blogger.com (doctor)0<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/azzNP7wwXUg" height="1" width="1"/>http://itservicemngmt.blogspot.com/2013/05/cabinet-office-decided-to-let-51-of.htmltag:blogger.com,1999:blog-5859778779405304862.post-8723038085781863224Sun, 10 Mar 2013 21:40:00 +00002013-03-19T00:34:44.932-07:00Service DeskClassificationSurveyITILITIL V3Customer SatisfactionSatisfactionFree MindMapService ManagementDownloadsService SupportIncident ManagementITSMCustomerMajor IncidentConfiguration ManagementWhat grades do you use in customer satisfaction surveys? How are grades influenced by the culture of the country? What to do if you perform surveys in different countries with different background? I have been discussing customer satisfaction here a few times. Related to that, let me share a brief anecdote with you: We implemented a new Service Desk SW on a customer's site. They are a managed http://feedproxy.google.com/~r/ItilServiceManagement/~3/9INETWnWdug/customer-satisfaction-survey-grading.htmlnoreply@blogger.com (doctor)0<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/9INETWnWdug" height="1" width="1"/>http://itservicemngmt.blogspot.com/2013/03/customer-satisfaction-survey-grading.htmltag:blogger.com,1999:blog-5859778779405304862.post-8745978144412497935Fri, 17 Aug 2012 15:10:00 +00002012-08-23T03:48:48.172-07:00ITILITIL V3DownloadsITIL 2011Free MindMapSurprisingly lot of you people asked for my refreshed ITIL 2011 edition mind map. Since you have seen pictures of it in my previous posts, you know I have it ;)   I've put it here for free download.  ITIL 2011 Mind Map Mind you, this is still my working version, so please let me know if you find any typos or errors.     Of course, if you decide to dig deeper, I recommend buying a full http://feedproxy.google.com/~r/ItilServiceManagement/~3/x9PW99dDBvM/itil-2011-free-mind-map.htmlnoreply@blogger.com (doctor)2<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/x9PW99dDBvM" height="1" width="1"/>http://itservicemngmt.blogspot.com/2012/08/itil-2011-free-mind-map.htmltag:blogger.com,1999:blog-5859778779405304862.post-304523317612090970Tue, 10 Jul 2012 14:27:00 +00002012-07-10T13:16:57.193-07:00ISO20000ISO/IEC 20000ISO/IEC 20000-1:2011Free MindMap For the last few months I have been working on an implementation of ISO/IEC 20000 with one of my customers. Quite a challenge, and it was a success! Before we started, I have created a simple MindMap with notes about requirements. So I decided to share it with you for free. These are just short notes about structure and requirements, just to give you a quick picture on what to expect. Of http://feedproxy.google.com/~r/ItilServiceManagement/~3/BW_3K-uk7So/isoiec-200002011-free-mind-map.htmlnoreply@blogger.com (doctor)2<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/BW_3K-uk7So" height="1" width="1"/>http://itservicemngmt.blogspot.com/2012/07/isoiec-200002011-free-mind-map.htmltag:blogger.com,1999:blog-5859778779405304862.post-862795642403519139Wed, 18 Apr 2012 13:15:00 +00002012-04-28T00:36:33.561-07:00ISO20000ITILService Management - With newly refreshed ISO/IEC 20000 alignment to ISO 9001 and ISO/IEC 27001, I thought it would be nice to have a set of more detailed information about relations between these three, all in one place. Think, there is a great chance that a Service Provider aiming for 27001 or 20000 already implemented ISO 9001. And once we have two standards out of these three, how much more work is it to gethttp://feedproxy.google.com/~r/ItilServiceManagement/~3/rj0qfi_g4h8/iso-isoiec-27001-isoiec-20000-how-do.htmlnoreply@blogger.com (doctor)9<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/rj0qfi_g4h8" height="1" width="1"/>http://itservicemngmt.blogspot.com/2012/04/iso-isoiec-27001-isoiec-20000-how-do.htmltag:blogger.com,1999:blog-5859778779405304862.post-7719459335091293685Tue, 17 Apr 2012 11:04:00 +00002012-04-18T07:54:57.214-07:00ISO20000ITIL V3Service ManagementAs we all probably know, in February this year a new edition of ISO/IEC 20000-2 (Guidance on the application of service management systems) was published, following the last year's (April 15.) new edition of ISO/IEC 20000-1. Now that we have Requirements and Code of practice, we can talk more on what's new and how it fits in what we already have. I would like to shortly outline main new moments http://feedproxy.google.com/~r/ItilServiceManagement/~3/Kw-x5-CMfR4/isoiec-20000-refreshed.htmlnoreply@blogger.com (doctor)0<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/Kw-x5-CMfR4" height="1" width="1"/>http://itservicemngmt.blogspot.com/2012/04/isoiec-20000-refreshed.htmltag:blogger.com,1999:blog-5859778779405304862.post-1025936869112664341Fri, 06 Apr 2012 14:19:00 +00002012-04-06T07:30:51.975-07:00ITILITIL V3ITIL BooksITIL 2011CSI is not strictly a lifecycle stage, since it spans through all four other stages. It is mainly a set of Quality Management skills put together to make better Strategy, Design, Transition and Operation. Therefore the main tool is Deming's circle (Plan-Do-Check-Act) together with Seven-step Improvement process. Continual Service Improvement relies also on change management and capability http://feedproxy.google.com/~r/ItilServiceManagement/~3/5-t2FWpbVOo/itil-continual-service-improvement.htmlnoreply@blogger.com (doctor)0<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/5-t2FWpbVOo" height="1" width="1"/>http://itservicemngmt.blogspot.com/2012/04/itil-continual-service-improvement.htmltag:blogger.com,1999:blog-5859778779405304862.post-3537947787180175065Wed, 04 Apr 2012 11:43:00 +00002012-04-04T07:41:04.216-07:00ITIL V3ITIL BooksITIL 2011Finally! Service Operation is a real man's book. This is where it happens. Here we make money. All we do in Strategy, Design and Transition makes sense here. Service Provider does day-to-day activities of keeping the service available and customer happy. If you are going to read any of the five books, my bet is that this will be the one. Since in the beginning we are all interested in http://feedproxy.google.com/~r/ItilServiceManagement/~3/LW1yZJGyAzc/itil-service-operation.htmlnoreply@blogger.com (doctor)0<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/LW1yZJGyAzc" height="1" width="1"/>http://itservicemngmt.blogspot.com/2012/04/itil-service-operation.htmltag:blogger.com,1999:blog-5859778779405304862.post-4214776614487890954Mon, 02 Apr 2012 16:02:00 +00002012-04-04T04:53:29.410-07:00ITILITIL V3Change ManagementITIL BooksITIL 2011Service Transition Service Transition is a stage which gives most pain to the IT Service Provider. Transition (add new, change existing, retire old service) is a source of many service disruptions. So we want our transition of service to be planned, built, tested, evaluated and deployed in an organized and controlled manner.   PurposeTo ensure that new or modified services are in conformance with business http://feedproxy.google.com/~r/ItilServiceManagement/~3/zRiV912guqs/itil-service-transition.htmlnoreply@blogger.com (doctor)0<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/zRiV912guqs" height="1" width="1"/>http://itservicemngmt.blogspot.com/2012/04/itil-service-transition.htmltag:blogger.com,1999:blog-5859778779405304862.post-6049476432443525188Thu, 22 Mar 2012 13:34:00 +00002012-04-04T07:34:23.368-07:00ITILITIL V3ITIL BooksITIL 2011Service Design connects the Strategy with Transition and Operation, providing tools to create and redesign services aligned with strategic objectives. It takes care that service management is fully aligned with business needs and uses its capabilities in an efficient and resilient manner. Purpose To design IT Services in a cost-effective, secure manner and in accordance to Service Strategy, and http://feedproxy.google.com/~r/ItilServiceManagement/~3/yiHMFkHKDhI/itil-service-design.htmlnoreply@blogger.com (doctor)1<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/yiHMFkHKDhI" height="1" width="1"/>http://itservicemngmt.blogspot.com/2012/03/itil-service-design.htmltag:blogger.com,1999:blog-5859778779405304862.post-1305097976508601584Tue, 13 Mar 2012 16:30:00 +00002012-04-04T04:55:04.780-07:00ITILITIL V3Service StrategyITIL 2011Service Strategy has the central position in the circular ITIL lifecycle model. By a broader definition, strategy is a plan devised to achieve a long-term aim. Service strategy is therefore a systematic long-term plan designed by the IT service organization to achieve defined objectives. A good service strategy should define a way to create and deliver a better value to the customer. Main http://feedproxy.google.com/~r/ItilServiceManagement/~3/NIpFPzW1mhs/itil-service-strategy.htmlnoreply@blogger.com (doctor)2<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/NIpFPzW1mhs" height="1" width="1"/>http://itservicemngmt.blogspot.com/2012/03/itil-service-strategy.htmltag:blogger.com,1999:blog-5859778779405304862.post-3444189326496231630Mon, 13 Feb 2012 10:15:00 +00002012-04-19T09:04:47.265-07:00processITILITIL V3ITIL 2011Here is a clear and organized table of ITIL 2011 processes for you. What is where, what is important, what is old and new: ITIL 2011 Processes Table There are some changes from 2007 edition. What is not so obvious from this table, most of the changes happened in Service Strategy. Strategy Generation is not treated as a process any more, rest of the processes are more uniformly described. Newhttp://feedproxy.google.com/~r/ItilServiceManagement/~3/7DpTRB-iMSA/itil-2011-processes.htmlnoreply@blogger.com (doctor)3<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/7DpTRB-iMSA" height="1" width="1"/>http://itservicemngmt.blogspot.com/2012/02/itil-2011-processes.htmltag:blogger.com,1999:blog-5859778779405304862.post-5385579922303577585Fri, 10 Feb 2012 16:33:00 +00002012-08-23T03:51:32.141-07:00ITILITIL V3ITIL BooksHistory ITIL Lifecycle Suite 2011 Edition As you can see in an excellent ITIL History article on this blog, ITIL has come a long way from first publications in late 80's. In July 2011 ITIL V3 was updated to 2011 edition. Now folks, let's get down to basics. I will slowly go through changes and events and talk a little bit about every ITIL Lifecycle stage and what happened where. I am talking about my http://feedproxy.google.com/~r/ItilServiceManagement/~3/FSsQylghKeQ/itil-2011-what-happened.htmlnoreply@blogger.com (doctor)0<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/FSsQylghKeQ" height="1" width="1"/>http://itservicemngmt.blogspot.com/2012/02/itil-2011-what-happened.htmltag:blogger.com,1999:blog-5859778779405304862.post-5634840348845657680Fri, 30 Dec 2011 09:57:00 +00002011-12-30T06:40:47.881-08:00Password resetChange ManagementIncident ManagementRequest FulfilmentI browsed through a few social networks lately discussing basic Service Support activities like password reset. Interesting to see how even experienced IT professionals have different points of view on elementary procedures like this one. One of discussions goes on and on about what is a Password Reset procedure: is it a Service Request, Incident or Change? We can take for granted that these http://feedproxy.google.com/~r/ItilServiceManagement/~3/mCc22SdXqn4/what-is-password-reset-service-request.htmlnoreply@blogger.com (doctor)7<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/mCc22SdXqn4" height="1" width="1"/>http://itservicemngmt.blogspot.com/2011/12/what-is-password-reset-service-request.htmltag:blogger.com,1999:blog-5859778779405304862.post-3805923358284660044Wed, 25 May 2011 13:29:00 +00002012-04-10T09:44:52.869-07:00ISO20000ITILITSMHistoryFrom DISC PD 005 over BSI 15000 to ISO/IEC 20000. Specifications, requirements, Code of practice. History is a myth that men agree to believe. Napoleon ISO/IEC 20000 Timeline I have been looking around for some brief document with ISO/IEC 20000 history, and I could not find anything useful.Here are a few major points I have collected from various sources in ISO/IEC 20000 history. 1995: http://feedproxy.google.com/~r/ItilServiceManagement/~3/0JELh63DK2k/isoiec-20000-brief-history.htmlnoreply@blogger.com (doctor)5<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/0JELh63DK2k" height="1" width="1"/>http://itservicemngmt.blogspot.com/2011/05/isoiec-20000-brief-history.htmltag:blogger.com,1999:blog-5859778779405304862.post-8250538073853655441Thu, 24 Mar 2011 17:23:00 +00002011-09-08T02:16:23.751-07:00Incident ManagementMajor IncidentWhat is a Major Incident in ITIL? What are the roles and responsibilities? How to avoid common mistakes? What to do After the Resolution? Trust me, I know what I'm doing! Sledge Hammer What is a Major Incident? Definition of a Major Incident has to be clear to every employee in Service Support. Therefore it has to be clearly described in a separate document, Major Incident Procedure. What http://feedproxy.google.com/~r/ItilServiceManagement/~3/iD8iwmdBqi4/itil-major-incident-all-you-have-to.htmlnoreply@blogger.com (doctor)10<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/iD8iwmdBqi4" height="1" width="1"/>http://itservicemngmt.blogspot.com/2011/03/itil-major-incident-all-you-have-to.htmltag:blogger.com,1999:blog-5859778779405304862.post-7123863151669834872Fri, 07 Jan 2011 17:03:00 +00002013-03-19T00:34:44.929-07:00ImplementationCustomer SatisfactionMajor IncidentHow to gather customer satisfaction data? What methods are there? What ITIL says? What methods will work for you? USA Today has come out with a new survey - apparently, three out of every four people make up 75% of the population. David Letterman   In my last post I spoke about Customer Satisfaction. OK, but how to gather data? How to interview customers? How to get the best results in surveyshttp://feedproxy.google.com/~r/ItilServiceManagement/~3/MembqkP2hew/customer-satisfaction-survey-what.htmlnoreply@blogger.com (doctor)8<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/MembqkP2hew" height="1" width="1"/>http://itservicemngmt.blogspot.com/2011/01/customer-satisfaction-survey-what.htmltag:blogger.com,1999:blog-5859778779405304862.post-4725471221256536109Tue, 30 Nov 2010 14:07:00 +00002013-03-19T00:34:44.927-07:00SurveyCustomer SatisfactionSatisfactionCustomerCustomer Satisfaction:  How bad do we need it in IT Service Management? Where is it mentioned and where is it dealt with in ITIL V3? How do we manage it in real life? - I Can't Get No... - I'd rather be dead than singing "Satisfaction" when I'm forty-five.     Mick Jagger Customer Satisfaction is very important. One of the main ITIL highs is to put a customer in focus. It is usually done by http://feedproxy.google.com/~r/ItilServiceManagement/~3/sBYdR54BLaA/customer-satisfaction-do-you-get-it.htmlnoreply@blogger.com (doctor)3<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/sBYdR54BLaA" height="1" width="1"/>http://itservicemngmt.blogspot.com/2010/11/customer-satisfaction-do-you-get-it.htmltag:blogger.com,1999:blog-5859778779405304862.post-1341196673135166805Mon, 10 May 2010 13:01:00 +00002011-08-28T23:08:43.377-07:00ITILIncident ManagementEvery time user calls in, we log it as the new incident. Or we update an existing incident. What happens when one major business service goes down? Do we log every call from a different user as a new incident? Are these just related incidents or there is only one incident? What are calls? I have seen a few interesting discussions on the Net about the technology of Service Desk Incident logginghttp://feedproxy.google.com/~r/ItilServiceManagement/~3/fCEkEBOodZ4/many-calls-one-incident.htmlnoreply@blogger.com (doctor)7<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/fCEkEBOodZ4" height="1" width="1"/>http://itservicemngmt.blogspot.com/2010/05/many-calls-one-incident.htmltag:blogger.com,1999:blog-5859778779405304862.post-4324651201574358825Fri, 14 Mar 2008 16:42:00 +00002011-08-28T23:10:32.616-07:00ISO20000ITILImplementation "It is easier to do a job right than to explain why you didn't. " - Martin Van Buren - If we browse thru brief ITIL history, we can see that ITIL (or its basic concepts) was present in IT since the wheel invention. There lies the key to its popularity in IT service business. What can an IT business do to improve it's functioning, but turn to ITIL, or some of its derivatives, like MOF or ISO/http://feedproxy.google.com/~r/ItilServiceManagement/~3/DHtQ0myAAPY/iso-20000-rediscovered.htmlnoreply@blogger.com (doctor)27<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/DHtQ0myAAPY" height="1" width="1"/>http://itservicemngmt.blogspot.com/2008/03/iso-20000-rediscovered.htmltag:blogger.com,1999:blog-5859778779405304862.post-7225353549262278644Thu, 13 Mar 2008 11:49:00 +00002008-03-13T10:09:20.352-07:00ISO20000 General Comparisson ITIL V2 ITIL V3 ISO 20000 Best Practice Best Practice Standard & Code of Practice Individual Certification Individual Certification Certification of a Service Provider Organization and individuals (lately) Best practice guidance, detailed description and implementation guidance Best practice guidance,http://feedproxy.google.com/~r/ItilServiceManagement/~3/nE_egzFdg7w/itil-isoiec-20000-compared.htmlnoreply@blogger.com (doctor)12<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/nE_egzFdg7w" height="1" width="1"/>http://itservicemngmt.blogspot.com/2008/03/itil-isoiec-20000-compared.htmltag:blogger.com,1999:blog-5859778779405304862.post-694876904133496225Mon, 03 Mar 2008 14:38:00 +00002009-05-13T04:57:04.118-07:00ITIL QualificationIn a post ITIL Foundations Exam Go/No-Go from Oct. 27. 2008. I said something about the possible and needed changes in ITIL V3 Foundation syllabi.For now, nothing has been announced officialy.There is a new version of Interim ITIL V3 Foundation Certificate Syllabus, version 3.1 from 07. Feb. 2008.In change comments it says that the reason for new version is updating the Copyright Statement with http://feedproxy.google.com/~r/ItilServiceManagement/~3/K1xouU2Z5PU/itil-v3-foundation-syllabus-change.htmlnoreply@blogger.com (doctor)0<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/K1xouU2Z5PU" height="1" width="1"/>http://itservicemngmt.blogspot.com/2008/03/itil-v3-foundation-syllabus-change.htmltag:blogger.com,1999:blog-5859778779405304862.post-1438687275578752179Fri, 22 Feb 2008 15:46:00 +00002011-08-28T23:10:57.034-07:00ISO20000 In a previous post I announced a few more words on ISO/IEC 20000. So here they are. ISO/IEC 20000 is an international functionally based standard for IT Service Management. This functionally based means that it is not a broad general standard like ISO 90000. It was published by ISO (International Standards Organization) in mid December 2005., evolved from BS15000 with only a few minor changes. http://feedproxy.google.com/~r/ItilServiceManagement/~3/3BQa8DA16HM/isoiec-20000-essentials.htmlnoreply@blogger.com (doctor)2<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/3BQa8DA16HM" height="1" width="1"/>http://itservicemngmt.blogspot.com/2008/02/isoiec-20000-essentials.htmltag:blogger.com,1999:blog-5859778779405304862.post-6514517266926106619Mon, 18 Feb 2008 15:10:00 +00002011-08-29T00:58:49.069-07:00ISO20000ITILImplementation At first sight, ITIL implementation path depends on who you are and what you do. And of course, with what do you do it. So: People, Processes, Technology. At the beginning, let's move one starting dilemma out of the way: full frontal or phased approach? Phased, period. Strategically, you will have in mind full set of processes. But when you start, you want to dig deep and narrow, not broad andhttp://feedproxy.google.com/~r/ItilServiceManagement/~3/HIVitANSQCk/implementing-itil-and-staying-alive.htmlnoreply@blogger.com (doctor)2<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/HIVitANSQCk" height="1" width="1"/>http://itservicemngmt.blogspot.com/2008/02/implementing-itil-and-staying-alive.htmltag:blogger.com,1999:blog-5859778779405304862.post-8125776877118392029Thu, 07 Feb 2008 22:28:00 +00002011-08-29T00:59:36.215-07:00The man who doesn't read good books has no advantage over the man who can't read them. - Mark Twain What ITIL books to read? Depends on where do you want to go. Let's examine the main possible reasons for reading ITIL books: Say you just want to get acquainted with the matter and decide what to do next. Plenty of texts on the internet, executive summaries, and stuff bordering with copyright lawshttp://feedproxy.google.com/~r/ItilServiceManagement/~3/hqem__EzLOQ/what-itil-books-to-read.htmlnoreply@blogger.com (doctor)3<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/hqem__EzLOQ" height="1" width="1"/>http://itservicemngmt.blogspot.com/2008/02/what-itil-books-to-read.html