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Bad practices in service provision (1 of 2):
ITIL has become the de facto standard for implementation of good...
SLAs during contingencies
If we combine the SLA concept with the contingency plan concept,...
The risks are known errors...
..Or at least many of them are, especially the ones most...
Don’t have a negative attitude, not everything is bad in continuity management
Let’s recognize that every time we speak of continuity management we...
Where do I start and what point should I reach with my CMDB?
The truth is that starting up a project to implement the...
#ITILGlossary - AMIS
Managing availability does not consist only of implementing...
Risk Management: the Swiss cheese model
Can we use the Swiss cheese model utilized to analyze workplace...
Catalogue of Requests (1 of 2)
The concept of Service Catalogue is based on an IT Service...
Planning the sizing of the first-line support (1 of 5)
In this series of articles, we will examine the question...
LEAN, TPS and continuous improvement in ITSM (1 of 2)
This article enumerates the types of waste that Lean Management...
ITIL request management vs change management
Changes and RFCs are not the same thing Without giving you...
Professional services are also part of the catalogue
The Service Catalogue must also include all services that we provide...
Where do I start to draw up my catalogue of services?
The worst part of many projects is right before we initiate...
Can you offer a good service without managing the catalogue?
Due to advances in science, the processes of our business depend...