The first question that must be asked at the outset of a security or operational incident is “What changed?” Why? Because the majority of network availability incidents stem from human error either during design or ongoing operation. Also, the majority of outages are usually preceded by some form ...
分享按钮 There is no doubt that the information technology infrastructure library (ITIL) has grown to become a widely accepted reference for information technology (IT) best practices. Its version 3 (v3) approach for service lifecycle management was long overdue and offers some tremendous ...
"You have to define availability," said Imad Mouline, CTO of Compuware's APM Solution. "What are the tasks and services that customers need? A service does not only have to be accessible, but working. Can an entire task be completed? That's how you should define service level agreements." Mickey ...
Let’s assume your IT department has the green light to pursue ITIL in order to streamline IT service processes, cut costs, improve customer satisfaction, etc. Or maybe you have ITIL practices in place but need to squeeze more productivity out of your IT processes. Now what is the best way to go ...
Service measurement and service reporting are small processes that are invoked by many other IT service management (ITSM) processes. They are necessary for the execution of other processes, and are executed by those processes throughout the service lifecycle. As necessary components of services, ser ...
Talk to any IT service management professional and they'll tell you that implementing ITIL isn't easy. It's a struggle to win over all the people involved, roll out the processes and adopt a service culture. So is agile, which is more commonly known as an approach for software development, really t ...
The path to ITIL Expert is a long one, paved with many exams along the way. You do a really interesting module and then, thump, you're brought back down to earth with Service Offerings and Agreements, or one of the others that really doesn't appeal to you. Still, it will be worth it ... right? Stic ...
"The Change Management process is the process for submitting change requests, prioritizing, evaluating, seeking additional information and eventually approving or denying the change based on risk and value," said Wayne McKinnon, president of Canadian firm The McKinnon Group. "The CAB evaluates the p ...
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