A RACI Matrix, also known as Responsibility Assignment Matrix (RAM), clarifies to all involved with a practice which activities each person, group, or team is expected to fulfill. It is also helpful in clarifying the staffing model necessary for … [Read more...] about RACI Matrix in ITIL
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Problem Solving, Critical Thinking & Root Cause Analysis (RCA)
1. Problem Solving within IT Service Management IT Service Management (ITSM) IT Service Management is a discipline for managing IT systems and technology centered on the identification and delivery of IT Services used by the business. These IT … [Read more...] about Problem Solving, Critical Thinking & Root Cause Analysis (RCA)
RACI Matrix for Problem Management Process
Problem Management Practice A Problem is described as the unknown cause of one or more Incidents. Problem Management works together with Incident Management and Change Management to ensure that IT service availability and quality are increased by … [Read more...] about RACI Matrix for Problem Management Process
RACI Matrix for Request Fulfillment Practice
Request Fulfillment Practice A Service Request is defined as an End User request for information, for advice, for a Standard Change, or for access to an IT service. Service Requests are usually small, predefined, repeatable, frequent, … [Read more...] about RACI Matrix for Request Fulfillment Practice
RACI Matrix for Incident Management Practice
Incident Management Practice An Incident is defined as any event that is a deviation from normal that causes disruption to the agreed service for an IT service, or causes a reduction in the quality of agreed service for an IT service, or could … [Read more...] about RACI Matrix for Incident Management Practice
Virtual Support Center: Benefits & Requirements
Innovative and Strategically Balanced Support Whether we want to admit it or not, the service and support industry might be the most schizophrenic industry on the planet today! It seems one minute we are in the back office providing service and … [Read more...] about Virtual Support Center: Benefits & Requirements
Four Tips for Passing the ITIL Foundation Exam
Our Recommendations and TIPS ITIL Foundation exam consists of 40 multiple-choice questions and the passing grade is 65% or 26 correct answers out of 40. Taking the exam can be done online at your own convenience and you will have 60 minutes … [Read more...] about Four Tips for Passing the ITIL Foundation Exam
It’s Not DevOps OR ITIL, It Is DevOps AND ITIL
Think and Act Holistically Look around in your own environment. You can see challenges, obstacles, resources and opportunities everywhere. How do you distinguish one from the other and from all of this how do you determine a path? How will … [Read more...] about It’s Not DevOps OR ITIL, It Is DevOps AND ITIL
Who is the ITSM Customer?
Who is the User? The User is a person who uses the IT Service on a day-to-day basis. Users are distinct from Customers when used in IT Service and Process Management documentation.The term “Customer” is a common place business term in line with … [Read more...] about Who is the ITSM Customer?
Power of the ITIL Framework
Technology based services are everywhere. Some services may be simple compared to others. Whether simple or complex every service needs to be managed. They need to be planned, designed, built, tested, delivered, made available, maintained, validated … [Read more...] about Power of the ITIL Framework