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26 May 2015 | Michael Scarborough | No Comments | 663 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 | 646 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 | 873 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 | 1,205 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 | 1,833 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 | 1,196 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 | 1,811 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 | 1,777 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.

17 Mar 2015 | Michael Scarborough | No Comments | 1,215 views | Categories: ITIL, Technology
The ABCs of ITIL: Boundaries

ITIL provides numerous best practices that help organizations establish, manage and maintain accountability, boundaries and consistency (the ABCs) in an organization, resulting in increased quality and cost-effectiveness. This blog post will describe the concept of boundaries.

10 Mar 2015 | Michael Scarborough | No Comments | 1,376 views | Categories: ITIL, Service Management, Technology
The ABCs of ITIL: Accountability

Service management, as defined by ITIL® (formerly the Information Technology Infrastructure Library), is a complex topic that takes individuals years to master. While individuals may have difficulty mastering all aspects of the ITIL framework, organizations often have significant difficulty understanding how the ITIL best practices fit into their environment. ITIL consists of five core books, with each book focusing on a specific stage of the lifecycle approach to service management.