ITIL

Data Center

Itaas

What three certifications should every professional pursue in order to be successful in the global market?

Aug. 19, 2011

Mike Cuppett and 1 other person answered this question

Jim,
I'm game!
Project Management - everyone should be able to effectively manage time, money, risk, communications and people resources.
Demand Management - knowing how/being able to prioritize opportunities for investments, compliance and other projects, most likely using a project portfolio management methodology, will keep the business moving ... more

How can I estimate the costs of deploying IT service management principles using the ITIL standard?

Operations

Balanced Scorecard

Business Intelligence

3 more topics

Aug. 6, 2011

Timothy Loftus and 2 other people answered this question

ITIL practices are necessary for an efficient IT service organization. The cost of not utilizing ITIL processes and procedures will be high, but calculating them is difficult.
You need a high ranking champion (Manager or Director) in your organization with a passion for ITIL and ... more

Human Resources

How much information is needed for the customer service representative?

1 more topic

May 20, 2011

Stein Sektnan selected a best answer for

When responding to a customer inquiry how much does the customer service representative need to know about the past of the customer? What is too much and why and is more always giving better customer service? In advising customers on how to approach it there ... more

April 22, 2011

Timothy Loftus answered this question

What’s the relationship between the world of ITIL and the world of Quality Assurance?

The relationship is strong and necessary.
I would say; "Ask youself this; How can you say what level of quality you are providing without the processes and documentation defined by ITIL?" These standardized processes and documentation provide for measuring and reporting. Only these last two items ... more

What is the impact of ITIL on software vendors?

April 7, 2011

Hassen Houssein answered this question

If you are looking to select an ITIL software, before selecting the tool you should define the process that you want to measure and monitor, than based on that you can go and start searching for vendors.
Regarding the vendors selection, ITIL does play a ... more

What would you expect (like) to see in a one hour ITIL Overview training session?

Jan. 2, 2011

Benjamin Breeland answered this question

I think you should cover whatever the person who asked you to provide the session needs you to cover. If the group is already familiar with ITILv2 then history, changes, impact to them and thier processes is good for an hour (45 minutes of talking, ... more

Human Resources

Best Practices in Achieving a Successful ITIL Assessment?

Training

Dec. 16, 2010

Lee Marshall and 2 other people answered this question

For an ITSM/ITIL assessment to be successful here are my tips:
1. Executive sponsorship - The assessment should be run as a project with an executive sponsor and clearly identified stakeholders.
2. Why are you doing an assessment? In other words, there should be an agreed upon ... more

General Management

Best Practices

What is the history of ITIL and how has it evolved over the years?

1 more topic

Dec. 13, 2010

Peter Ward asked a question

What impact should ITIL have on the procurement process for system management products?

Itil Assessment

Dec. 11, 2010

Scott Baxter and 1 other person answered this question

It depends...
First, you need to take a very frank look at your current state process maturity. ITIL may get in the way if your shop is not structured to leverage it. Having a low CMM or MOF maturity score does not mean you can't run ... more

What is the best way to go about upgrading process management using the ITIL standard?

Dec. 10, 2010

Drew Townsend asked a question

Does ITIL just work for big companies?

Dec. 7, 2010

Blair MacDonald and 1 other person answered this question

ITIL is all about supporting "the business". Therefore, whatever the business needs will dictate what ITIL processes are implemented and to what extent. So the discussion might not be so much: "Is ITIL only for big business? or Can ITIL work in small business?" but ... more

What are the nuggets buried within the ITIL standard with regard to Configuration Management?

Dec. 6, 2010

Debbie Harris asked a question

What impact does ITIL have on the business of managed service providers?

Dec. 1, 2010

Stephen Weitzman asked a question