ITIL® 2011 Edition OSA: Problem Management Process Interfaces and Challenges
An efficient Problem Management process is vital in ensuring your organization is ready to handle and resolve problems successfully. And the ability to know what information is important and how to ...
ITIL® 2011 Edition OSA: Request Fulfillment Process Interfaces and Challenges
What would you think if you called your Internet provider to get a new password, and they told you it was going to be a week before they could resolve your request? Or even worse, imagine them not ...
ITIL® 2011 Edition OSA: Service Desk Metrics and Outsourcing
Service Desks are an integral part of any IT service-providing organization, and it's vital to accurately and consistently measure how your Service Desk is performing to ensure it is addressing the ...
ITIL® 2011 Edition OSA: Technology and Implementation Considerations
Implementing processes and technologies in any organization requires significant planning, analysis and management. Implementing Service Management process capabilities is no different. The method of ...
ITIL® 2011 Edition Overview: Certification and Benefits
It's widely accepted that certification in a particular subject area builds credibility and trust in your work and performance. Obtaining ITIL® certification positions you as a ...
ITIL® 2011 Edition Overview: Creating a Service Culture
Organizations around the globe rely on information technology now more than ever in order to survive and thrive in today's competitive environment. But how do you balance the growing need for ...
ITIL® 2011 Edition Overview: Introduction to the ITIL® Framework
A process or group of processes in place to manage the work of an organization, regardless of how meticulous and detailed it may be, is useless without being organized in some fashion. A planned ...
Managing Technical Professionals
Managing a team of technical professionals presents some unique challenges for even the most talented manager. Whether you have a technical background or not, you'll need to apply organizational, ...
Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit ...
Strategies for Transitioning to Technical Management
As you transition from being a technical professional to being a manager, your relationships with coworkers inevitably change. Before you were promoted, you were their colleague, but now you're ...