9. Implementing ITIL

9. Implementing ITIL Basic recommendations to implement Service Management based on ITIL. 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...

10. Useful tools for Service Management

10. Useful tools for Service Management Useful tools and techniques to manage a service but not following the guidelines of ITIL techniques. In this article, we will see some tools and techniques that can be useful when running a service. These tools will help us even...

Considerations for choosing an ITSM tool

Considerations for choosing an ITSM tool Things to keep in mind while selecting a Service Management tool and the associated process A good Service Management tool is generally considered essential for success in the provision of services in an organization. In this...

Operational Level Agreement OLA/UC

The Operational Level Agreement (OLA) is an agreement between an IT service provider and another part of the same organization (eg, Systems Area, Development Area, …) which defines the goods and services that are provided and the responsibilities of both...

Challenges and Risks of Incident Management

Expanding the previous post on Incident Management with ITIL v3 we will delve into the challenges and risks of day-to-day incident management. Challenges and risks Some challenges: Detect incidents as soon as possible. Convincing everyone (technicians and users) of...

8. ITIL Continual Service Improvement

Change is the only constant in life.” – Heraclitus, Greek philosopher. The main objective of ITIL continuous improvement of the service is to keep the Services aligned with the changing needs of the business. To do this, it is related to the rest of the...