ITIL

ITIL is a set of best practices in service management in the areas of Service Support and Service Delivery. ServiceTonic is certified ITIL PinkVerify.

The Operational Level Agreement (OLA) is an agreement between an IT service provider and another part of the same organization (e.g. Systems Area, Development Area, …) and defines the goods or Services to be provided and the responsibilities of both parties. The Underpinning Contract (UC) is a formal contract between an IT service provider and…
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A good Service Management tool is generally considered essential for success in the provision of services in an organization. In this post, we will see some considerations to keep in mind during the associated selection process of an ITSM tool. Benefits of Service Management tools The Service Management tool helps us to provide faster, better…
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In this article, we will see some tools and techniques that can be useful when running a service. These tools will help us even if the service is not managed according to ITIL guidelines. SWOT analysis The SWOT analysis allows us to analyze our position from an objective and to define the best strategy to…
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If you have followed us through the previous 8 posts on ITIL, you should have a good understanding about the best practices proposed by ITIL and its benefits. The next step is the key: How to implement ITIL in my organization? Here are some ideas on how to approach an implementation of ITIL and what main factors…
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According to the ITIL best practices, the Service Desk is responsible for trying to resolve an Incident in the first instance. If the Service Desk is unable to resolve the incident then this needs to be functional or hierarchical escalated for further support. However, Incident Ownership remains with the Service Desk even after escalated, since…
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challenges and risks of incident management

Following the previous post on Incident Management according to ITIL v3 , let’s go deeper and face the Challenges and Risks of Incident Management that IT-related roles have to face in day-to-day activities. Some challenges Detect incidents as soon as possible. Convincing all (technicians and users) of the need of registering all the incidents. Promote the implementation of…
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deming cycle (plan-do-check-act)

“Change is the only constant in life.” – Heraclitus, Greek philosopher The main objective of ITIL continual service improvement is to keep the Services aligned with the changing business needs. Therefore, it relates to the other phases of the lifecycle in order to identify and implement improvements in services and its management. A culture of continuous improvement involves…
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As web applications have become more popular in its cloud form, companies have begun to consider which option is best for their needs: Cloud or installed on my servers? This is one of the major questions that people in charge of the selection process of a software are wondering today. The question is not trivial,…
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itil service transition

Before we talk about Service Transition, we need to make sure two things. First, Service Strategy has established what services are to be provided and their expected value, and Service Design has developed the SDP (Service Design Package) which details what the service has to do and how to do it. The transition phase is responsible for building, testing and deploying…
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ServiceTonic has received the PinkVERIFY certification for incident management, problem management, and request fulfillment processes, confirming its alignment with ITIL® best practices. This means that ServiceTonic 5.0 is a certified toolset by Pink Elephant through its PinkVERIFY program. PinkVerify is the most mature and rigorous tool certification program in the world that objectively assesses a…
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