Written by Graham Furnis It's been several months since the 2011 Refresh ITIL books were released and I've enjoyed reading through them. This article is one in a series to follow that discusses new ideas and concepts. What is a BRM? Business … [Read more...] about Business Relationship Management (BRM)
Written by Graham Furnis This article is in response to a client question regarding what next ITIL courses should be taken after completing v3 Foundation. My answer to this depends just as ITIL suggests on your business objectives and outcomes … [Read more...] about ITIL Intermediate Paths: Which One is for You?
Written by Graham Furnis My last article discussed the structure of an IT Service within the ITIL (IT Infrastructure Library). The Core IT Services is supported by one or more Enabling Services and is distinguished by one or more Enhancing … [Read more...] about The Service Desk: A Critical Enhancing Service no Organization Should be Without
Presented by Allan Stear, Senior Trainer and Consultant, Marval Group. Learn how to sell yourself to the business and instil organisational, stakeholder and customer confidence. Key Learnings: What are essential metrics and classifications you need … [Read more...] about IT Service Management Reporting
Today's support environments are more complex than ever. Some support organizations are supporting several hundred applications and systems. So how do managers and trainers get support resources up to speed more efficiently? It all begins with Asset … [Read more...] about Webinar: Asset Velocity: Accelerate The Learning Curve For Your Support Team
Written by Graham Furnis This article continues from "Now on Centre Stage: the Service Catalog". In this writing I want to discuss the Service Catalog and how to make it more actionable as opposed to static. To be of use and value, the Service … [Read more...] about Making Your Service Catalog Actionable
Presented by John Towsley, Co-Founder of Thought Rock John Towsley, Co-Founder of Thought Rock, examines case studies where companies have successfully implemented ITIL v3 in their IT Strategy. This presentation drills down to the basics of how to … [Read more...] about ITIL V3 IT Strategy. Learn The Nuts & Bolts to Approaching the Process
Presented by: Robert Minnaugh, Director of Product Marketing, Bomgar The Millennial Generation (those born after 1980) is rapidly entering the workforce. Bigger than the Boomer Generation, Millennials have grown up in a world of always-on technology … [Read more...] about Webcast: The Millennials Are Coming. Is Your Help Desk Ready to Support Them?
Written By Graham Furnis I want to take a moment with this article to write about a recent email circulating our office. It was sent from one of our vendors in response to a series of service interruptions affecting all of their customers. This … [Read more...] about We Have Been Our Own Worst Enemy
Are you looking for ITIL questions to help test your knowledge before you go to write your ITIL v3 Foundation exam? We've got them - lots of them - daily!! Introducing Thought Rock Daily - ITIL Question of the Day! Each weekday we will be posting a … [Read more...] about Introducing Thought Rock Daily – ITIL Question of the Day