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15 Jun 2015 | Michael Scarborough | No Comments | 1,007 views | Categories: ITIL, Service Management
The Importance of Policies for Event Management

Event management, although theoretically different, is fundamentally what most IT organizations refer to as “monitoring.” Monitoring an organization’s environment to determine whether important assets are in the state they should be, and knowing when that state changes, is a very important activity that many organizations spend significant portions of their budget doing.

1 Jun 2015 | Michael Scarborough | No Comments | 1,056 views | Categories: ITIL, Service Management
Understanding ITIL Service Continual Service Improvement

In my last blog post I discussed three of the most important parts of the ITIL® Service Operation book. In this post I will give the same treatment to the ITIL Service Continual Service Improvement book.

26 May 2015 | Michael Scarborough | No Comments | 1,325 views | Categories: ITIL, Service Management
Understanding  ITIL Service Operation

In my last blog post I discussed three of the most important parts of the ITIL® Service Transition book. In this post, I will give the same treatment to the ITIL Service Operation book.

18 May 2015 | Michael Scarborough | No Comments | 647 views | Categories: ITIL, Service Management
Understanding ITIL Service Transition

In my last blog post I discussed three of the most important parts of the ITIL® Service Design book. In this post I will give the same treatment to the ITIL Service Transition book.

11 May 2015 | Michael Scarborough | No Comments | 1,372 views | Categories: ITIL, Service Management
Understanding ITIL Service Design

In my last blog post I discussed three of the most important parts of the ITIL® Service Strategy book. In this post I will give the same treatment to the ITIL Service Design book.

7 May 2015 | Michael Scarborough | No Comments | 1,374 views | Categories: ITIL, Service Management
Q&A: Understanding the Difference Between Incident Management and Problem Management

Attendees of our webinar “Understanding the Difference Between Incident Management and Problem Management” had a lot of great questions for the webinar host, Global Knowledge ITIL course director and ITIL expert Michael Scarborough. So great, in fact, we decided to share them, along with Michael’s great answers.

5 May 2015 | Michael Scarborough | No Comments | 2,943 views | Categories: ITIL, Service Management
Understanding ITIL® Service Strategy

The “ITIL® Service Strategy” book is likely the most important of the five ITIL core books, however, it is also chock full of things that most organizations and service management professionals will never encounter. In this blog post I describe the three most important aspects of the ITIL Service Strategy book.

16 Apr 2015 | Michael Scarborough | No Comments | 1,460 views | Categories: ITIL, Technology
How ITIL Helps Organizations Maintain Consistency

The primary method that ITIL uses to encourage consistency is through the definition and management of processes for various IT service management activities. The purpose of a process is to define a series of repeatable steps that can be performed consistently, at a predictable level of cost, in order to produce a consistent and predictable […]

9 Apr 2015 | Michael Scarborough | No Comments | 1,917 views | Categories: ITIL, Technology
Three Ways ITIL Helps Organizations Maintain Boundaries

ITIL provides numerous best practices and guidelines that help organizations effectively configure, establish, and manage boundaries. In this blog, we will discuss three ways that ITIL promotes the definition of boundaries. First, ITIL encourages organizations to think about their IT in the form of services. Services are a way of describing a boundary between the […]

24 Mar 2015 | Michael Scarborough | No Comments | 1,879 views | Categories: ITIL, Technology
The ABCs of ITIL: Consistency

IT service management, as defined by ITIL, is a complex topic that takes individuals years to master. Consisting of five core books with each book focusing on a specific stage of the lifecycle approach to service management, ITIL is very detailed and at times can be difficult to understand.