According to the ITIL® glossary, an IT Service is basically a means of providing consumers with value by achieving the outcomes they desire without saddling them with the risks and costs of ownership. This definition is useful because it reflects the fact that modern consumers expect high levels of performance and well-managed services that operate as requested without user-end tweaking or tinkering. Learn more about ITIL here.[...] Read More

Within the ITIL® Service Lifecycle, an Event is defined as a measurable or identifiable occurrence that is relevant to the management of the IT infrastructure and the overall provision of IT services.  These Events are usually messages or displays that are activated by the service, Configuration Items or monitoring tools.  Event Management is the Service Operation process responsible for managing Events throughout their Lifecycle.  The main purpose of Event Management is to detect Events, make sense of them, and estimate the adequate control action required. It is the basis for Operational Monitoring and Control.[...] Read More

Service Operation coordinates and carries out activities and processes that are required to deliver and manage services at agreed levels to business users and customers. The processes and functions in Service Operation ensure that the services are delivered to customers and users in an efficient manner.[...] Read More

To become a high-level manager, you have to learn more than just how to engineer products and IT services. You also have to be able to engineer the very processes that create them.[...] Read More

High quality service provision is to some extent dependent on the skills of the employees involved in delivering these services. Employees that understand the respective needs of clients and can deliver those requirements are an excellent asset for any company to have.[...] Read More

Nobody denies the fact that as an IT professional, you have tons of obligations. In addition to performing your own job, you have to make sure that everything you create or implement coordinates with the work others do.[...] Read More

The IT Infrastructure Library® (ITIL®) Version 3 has been on the market since 2007, but many organizations have failed to transition to the latest version of ITIL.  ITIL V3 takes a Service Lifecycle approach to IT Service Management.  There are five phases in the Service Lifecycle – Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.  Instead of nine ITIL books, Version 3 has only five books – each describing one phase in detail.[...] Read More

Service Validation and Testing provides a quality assurance component by verifying that a service will provide value to the customers as well as the business.  In addition, Service Validation and Testing ensures that the new or changed service meets all of the customer specifications and is fit for use and fit for purpose. If services are not properly tested, further Incidents and Problems may result, and added costs may be incurred.[...] Read More

Like all good frameworks, ITIL® changes as time goes on. The one advantage it has over other IT Service Management philosophies, however, is that it doesn’t do so haphazardly.[...] Read More

The Transition Planning and Support process involves the orderly transition of a new or changed service into actual production. This involves planning and managing personnel and resources to ensure that the requirements specified in the Service Design Package are fulfilled.  This must be done while recognizing, managing, and limiting risk.[...] Read More