tag:blogger.com,1999:blog-5859778779405304862Sat, 28 Jan 2012 07:53:33 +0000ITIL QualificationCustomer; Satisfaction; SurveyImplementationMicrosoft System Center Service ManagerprocessService DeskITSMProblem ManagementSurveyMajor IncidentRequest FulfilmentCustomerITIL BooksSatisfactionISO20000DefinitionITILService ManagementIncident ManagementITIL V3functionService SupportChange ManagementRelease ManagementHistoryDownloadsPassword resetITIL ExamBasic ITSM knowledge points for new people in ITIL.http://itservicemngmt.blogspot.com/noreply@blogger.com (doctor)Blogger43125tag: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)6<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 +00002011-09-08T02:07:01.095-07:00ISO20000ITILITSMHistoryFrom 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)4<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)9<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 +00002011-09-08T02:09:23.691-07:00ImplementationCustomer; Satisfaction; SurveyHow 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)6<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 +00002011-09-08T02:10:10.465-07:00SurveySatisfactionCustomerCustomer 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.htmltag:blogger.com,1999:blog-5859778779405304862.post-6886928778828562987Mon, 21 Jan 2008 14:04:00 +00002011-08-29T01:00:12.141-07:00DownloadsAs I can see, a lot of people are still training for V2 ITIL Service Manager exam. Just for their convenience, I have added a few .pdf documents that I created while preparing for this exam. Documents are not very tidy, maybe there is a typo here and there and they are not polished for publishing, but they are full of referent facts. And of course, they are free. So here they are for you: http://feedproxy.google.com/~r/ItilServiceManagement/~3/oZj93XS_H7s/itil-service-manager-quick-reference.htmlnoreply@blogger.com (doctor)2<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/oZj93XS_H7s" height="1" width="1"/>http://itservicemngmt.blogspot.com/2008/01/itil-service-manager-quick-reference.htmltag:blogger.com,1999:blog-5859778779405304862.post-1552678001429276263Mon, 07 Jan 2008 12:28:00 +00002011-08-29T01:00:53.345-07:00Here is a short recapitulation of 2007 themes on this blog: ITIL SM 05-2007: ITIL This was a short overview of ITIL V2. ITIL SM 05-2007: Service Support Here I covered ITIL V2 Service Support process & functions:- Service Desk- Problem Management- Change Management- Release Management- Configuration Management ITIL SM 05-2007: Service Desk Service Desk basics. ITIL SM 05-2007: Service Desk http://feedproxy.google.com/~r/ItilServiceManagement/~3/SzWo46Sx6ac/itil-sm-2007-recap.htmlnoreply@blogger.com (doctor)0<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/SzWo46Sx6ac" height="1" width="1"/>http://itservicemngmt.blogspot.com/2008/01/itil-sm-2007-recap.htmltag:blogger.com,1999:blog-5859778779405304862.post-2471877659091541448Mon, 03 Dec 2007 15:48:00 +00002011-08-29T01:01:38.441-07:00ITIL QualificationThe Ever-Changing Scheme Of Things So there is an almost complete ITIL V3 Qualification Scheme for the people! The scheme is comprised of five distinct levels. Every completed level or module earns specific amount of credit points, and upper levels sometimes have prerequisite of minimum credit points from the previous levels or bridged V2 levels. For now, all of the exams are supervised, closedhttp://feedproxy.google.com/~r/ItilServiceManagement/~3/Vp3opbLw2RM/itil-v3-qualification-scheme.htmlnoreply@blogger.com (doctor)6<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/Vp3opbLw2RM" height="1" width="1"/>http://itservicemngmt.blogspot.com/2007/12/itil-v3-qualification-scheme.htmltag:blogger.com,1999:blog-5859778779405304862.post-5942524257108356496Tue, 20 Nov 2007 09:46:00 +00002011-08-29T01:02:07.150-07:00ITIL Books itSMF UK in association with Best Management Practice published a high-level overview of ITIL V3 - "An Introductory Overview of ITIL V3. This is a small pocket book providing an executive level overview of the new ITIL V3 and its five lifecycle phases. Book has some 50 pages and reminds me of a similar IT Service Management book from 2001. This older one was about Support/Delivery in V2 and washttp://feedproxy.google.com/~r/ItilServiceManagement/~3/E5eXiQjMAUo/itil-v3-introductory-overview-littler.htmlnoreply@blogger.com (doctor)4<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/E5eXiQjMAUo" height="1" width="1"/>http://itservicemngmt.blogspot.com/2007/11/itil-v3-introductory-overview-littler.htmltag:blogger.com,1999:blog-5859778779405304862.post-1757233110557209908Mon, 29 Oct 2007 15:33:00 +00002011-08-29T01:02:41.911-07:00ITIL ExamITIL QualificationSome of my friends and colleagues sat the ITIL V3 Foundations exam this week. Since I am in the business for some time, I helped them prepare. Of course, I was anxious what do the training, materials and the exam look like. I have seen some critiques and exam reviews in blogosphere, and first impression was that things are not very pink (ha, get it?). I have read all five books this summer (somehttp://feedproxy.google.com/~r/ItilServiceManagement/~3/xoKCgyOPkjA/itil-foundations-exam-gono-go.htmlnoreply@blogger.com (doctor)12<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/xoKCgyOPkjA" height="1" width="1"/>http://itservicemngmt.blogspot.com/2007/10/itil-foundations-exam-gono-go.htmltag:blogger.com,1999:blog-5859778779405304862.post-1913773834145446367Mon, 22 Oct 2007 12:57:00 +00002007-12-04T08:11:41.508-08:00ITIL V3 View Upload your ownIn ITIL V3, the customer is more into focus then technology. In V2, customer and his satisfaction were important on a declarative level, but minimum effort was made to point out methods, the whats and hows to improve the customer satisfaction.In the age of V2, more palpable problems were of technological nature. Also, primary concern, especially in non-IBM IT communities was http://feedproxy.google.com/~r/ItilServiceManagement/~3/7HDfEuPUEcE/itil-v3-service-portfolio-pipeline-and.htmlnoreply@blogger.com (doctor)0<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/7HDfEuPUEcE" height="1" width="1"/>http://itservicemngmt.blogspot.com/2007/10/itil-v3-service-portfolio-pipeline-and.htmltag:blogger.com,1999:blog-5859778779405304862.post-1477387199767392706Sun, 07 Oct 2007 21:25:00 +00002011-05-26T03:55:04.610-07:00 There is a lot of stuff in the new V3 core books. I have read most of it, and I was overwhelmed with new slang, archetypes, processes, acronyms. After the second reading, you start noticing that there even exists a connection between the graphics and the text in these books. One just has to read carefully. Memorizing and putting things in a perspective can be difficult when grasping such a http://feedproxy.google.com/~r/ItilServiceManagement/~3/-sXkVek8cdg/itil-v3-mind-map-download.htmlnoreply@blogger.com (doctor)13<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/-sXkVek8cdg" height="1" width="1"/>http://itservicemngmt.blogspot.com/2007/10/itil-v3-mind-map-download.htmltag:blogger.com,1999:blog-5859778779405304862.post-2417597339744984135Mon, 01 Oct 2007 12:14:00 +00002011-08-29T01:03:02.614-07:00"A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific cost and risks. " "Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. " I could be wrong, but this is the definition of a Service! And it is finally here, after almost 20 years ofhttp://feedproxy.google.com/~r/ItilServiceManagement/~3/BUtSfrxt4OM/itil-service-definition.htmlnoreply@blogger.com (doctor)1<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/BUtSfrxt4OM" height="1" width="1"/>http://itservicemngmt.blogspot.com/2007/10/itil-service-definition.htmltag:blogger.com,1999:blog-5859778779405304862.post-305564216443538941Tue, 25 Sep 2007 13:28:00 +00002011-10-25T09:54:22.081-07:00ITILITIL V3HistoryI have looked arround the web a little and was bored with the general ITIL history articles found on the web. There are a few inconsistencies and interesting myths circling around, like the one on the Falklands war and possible general war threat with Argentina, which are denied by the authors of V1. The fact that Mrs. Thatcher came to power in 1979. and that ICT budget of UK government exceeded http://feedproxy.google.com/~r/ItilServiceManagement/~3/H88CCiIEN0w/brief-history-of-itil.htmlnoreply@blogger.com (doctor)6<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/H88CCiIEN0w" height="1" width="1"/>http://itservicemngmt.blogspot.com/2007/09/brief-history-of-itil.htmltag:blogger.com,1999:blog-5859778779405304862.post-1452120902008897706Wed, 19 Sep 2007 14:05:00 +00002007-09-19T07:35:38.814-07:00I have took the liberty of posting my ITIL Service Support and Service Delivery mind maps in .mmap form. I have created these while preparing for my ITIL Service Manager exam.They are simple reference documents with basic bullets per process, but I hope you can use it and upgrade them if you wish while you study.Documents will be on eSnips for the first time, until I migrate this blog to another http://feedproxy.google.com/~r/ItilServiceManagement/~3/JaKOPbrBLCs/itil-v2-mind-maps-download.htmlnoreply@blogger.com (doctor)5<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/JaKOPbrBLCs" height="1" width="1"/>http://itservicemngmt.blogspot.com/2007/09/itil-v2-mind-maps-download.htmltag:blogger.com,1999:blog-5859778779405304862.post-113539673922184884Tue, 04 Sep 2007 12:42:00 +00002011-05-26T03:59:43.768-07:00I had a brutally long vacation, as you have maybe noticed from the lack of posts here. Most of the time I did nothing but enjoyed the sun and the sea, and of course, long reading sessions of new V3 ITIL books. First week I read Strategy, Design and Transition books cover to cover, and couldn't remember much after the first reading. Books are NOT dull and boring like the previous version. Most ofhttp://feedproxy.google.com/~r/ItilServiceManagement/~3/Ci7tyqB2lVI/itil-v3-and-vacuum.htmlnoreply@blogger.com (doctor)1<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/Ci7tyqB2lVI" height="1" width="1"/>http://itservicemngmt.blogspot.com/2007/09/itil-v3-and-vacuum.htmltag:blogger.com,1999:blog-5859778779405304862.post-1084768892951090879Fri, 20 Jul 2007 13:26:00 +00002011-08-29T01:03:45.617-07:00So here are the five new core books. In V3, ITIL remains a descriptive best-practice framework, but it covers a lot more ground then V2, and the evolved part focuses mostly on IT & business integration. New processes and functions aim to form a tight connection between business and IT organisation, anticipating business, technology and regulations changes in last 10 years since the last ITIL http://feedproxy.google.com/~r/ItilServiceManagement/~3/RvGa1k6o0Tw/itil-v3-whats-new.htmlnoreply@blogger.com (doctor)0<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/RvGa1k6o0Tw" height="1" width="1"/>http://itservicemngmt.blogspot.com/2007/07/itil-v3-whats-new.htmltag:blogger.com,1999:blog-5859778779405304862.post-4365593411304688447Mon, 09 Jul 2007 09:42:00 +00002011-08-29T01:04:40.700-07:00ITIL Service Support Process Interaction Diagram I have been putting ITIL V2 Service Support info here for some time, sabotaging the fact that V3 is out there for more then a month. In the meantime I visited a local ITSMF conference with ITIL V3 presented by Vernon Lloyd and David Wheeldon. I got the books with nautilus, peas, starfish X-ray design covers. They are stashed near my bedpost, http://feedproxy.google.com/~r/ItilServiceManagement/~3/WFZjXAfo-Pw/itil-service-support-process.htmlnoreply@blogger.com (doctor)1<img src="http://feeds.feedburner.com/~r/ItilServiceManagement/~4/WFZjXAfo-Pw" height="1" width="1"/>http://itservicemngmt.blogspot.com/2007/07/itil-service-support-process.html