On Location: Frankenstein Castle, Mühltal, Germany Case Topic: Key Terminology from ITIL 4 I was working in the lab late one night ... Someone recently asked me, “What are these terms that ITIL 4 talks about, the Service Value … [Read more...] about IT Service Management Around the World – Key Terminology from ITIL 4
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What is IT Governance?
According to Gartner.com, IT governance (ITG) is defined as the processes that ensure the effective and efficient use of IT in enabling an organization to achieve its goals. IT governance provides a structure for aligning IT strategy with business … [Read more...] about What is IT Governance?
The 10 Highest-Paying IT Certifications by PCMag
PCMag has published the 10 Highest-Paying IT Certifications of 2020. If one of your 2021 resolutions is adding an IT certification to your skill set and advancing in your career, consider one of these. … [Read more...] about The 10 Highest-Paying IT Certifications by PCMag
IT’S ALL ABOUT VALUE
Mind Your Ps and Qs There are several theories on the origin of the statement, “Mind your Ps and Qs”. It is generally recognized as a reminder to be polite and to act respectfully to others by always saying “please” and “thank you”. Let’s … [Read more...] about IT’S ALL ABOUT VALUE
RACI Matrix in ITIL
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
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
