Articles

Can you answer the 4 key questions? Many IT organisations now have mature Service Operations’ processes and are making progress with Service Transition, so now is the time to start thinking of how to get further advantage from ITIL, in particular, with the release of version 2011.…

I recently responded to a question in a LinkedIn group that asked "What are the advantages to implementing Service Portfolio Management into your organisation?" This seems to be a hot topic at present!…

Love them or hate them, satisfaction surveys are a visible way for a service provider to communicate to customers that they are trying to improve. Done right and the information you get can be invaluable. Done wrong and they can eat away at precious resources and/or alienate the very customers you were trying to win-over.…

Knowledge Management is a process that extends across all of ITIL® and therefore its role is much larger. Whilst ITIL advocates the use of KM it does not provide a lot of assistance in how to implement a KM system. KCS provides the "how to".…

In his White Paper, Michael Davies, Principal Consultant at ProActive Services outlines three different "views" of assessment; ITIL®, CobiT, and ISO/IEC 15504: Process Assessment Contexts. …