Best Practices in Incident Management Implementing a well-defined incident management process is crucial for minimizing downtime and ensuring business continuity. A key practice is to establish a clear communication plan for stakeholders during an incident. This keeps everyone informed about the status of incidents and the steps being taken for resolution. Another effective approach involves […]
Developing Effective Communication Skills Effective communication is foundational in fostering collaboration within teams and among stakeholders. Clarity in conveying ideas and intentions enhances understanding, enabling professionals to articulate their thoughts effectively to diverse audiences. Active listening plays a crucial role in this process; it not only helps to gather insights but also ensures that all […]
ITIL Expert Certification Achieving ITIL Expert Certification represents a significant milestone for IT professionals aiming to enhance their service management expertise. This certification frequently requires a comprehensive understanding of ITIL principles and guidelines. Candidates typically need to complete a series of prerequisite courses and pass multiple examinations, demonstrating not only theoretical knowledge but also practical […]
Organizations need to think holistically when they’re designing and managing customer service. ITIL® defines four dimensions that together are essential for delivering value to customers and other stakeholder groups. They are: Information and Technology Organizations and People Value Streams and Processes Partners and Suppliers Information and Technology According to a popular motto, “information is the […]
Communication is the cornerstone of IT service management. Good communication can drive teams towards a common goal, improve collaboration and foster holistic work practices, all while building trusting relationships between staff and clients. The importance of communication skills can be seen in each of the 7 guiding principles it ITIL and is relevant in every […]
1. ITIL is a standard to adhere to There is a common misunderstanding that ITIL is a strict set of procedures and processes that must be followed, otherwise, it’s not ITIL. Despite what some may think, there is no ‘ITIL standard.’ ITIL doesn’t make any steps towards enforcing a strict regime of procedures and rules. […]
ITIL is a service-provision framework and best-practice methodology that aids the implementation of IT services. There are five phases in the ITIL v4 service lifecycle: Service strategy, service design, service transition, service operation, and continual service improvement. 1. Service strategy The Service Strategy stage of the Service Lifecycle gives guidance on how to design and […]
Service Support is a major part of IT Service Management. It includes the processes necessary to ensure service quality. These processes manage problems and changes in the IT Infrastructure and are technical in nature. ITIL service Support forms part of the ITIL Foundation curriculum. ITIL Service Support is made up of the following parts. Service […]
ITIL Service Delivery is one of two disciplines that make up ITIL Service Management and is covered as part of the ITIL Foundation course. ITIL Service Delivery assists the smooth delivery of an IT service to a customer. Service Delivery brings business and IT management together to benefit the company as a whole, eliminating the […]
The roles of risk and security are key elements within responsible service management. They interlink across the whole of the service management discipline. How do you ensure therefore that security is appropriate for your needs? How do you apply a security baseline throughout your operation? Essentially, how do you ensure that your services are secure? […]