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31 Jul 2015 | Michael Scarborough | No Comments | 642 views | Categories: ITIL, Service Management
First– and Second-Level ITIL Event Correlation

The event management process as defined in the “ITIL Service Operation” book includes two types of correlation as part of its activities. These two types of correlation are first-level and second-level.

24 Jul 2015 | Michael Scarborough | No Comments | 1,282 views | Categories: IT Project Management, ITIL
The Six Questions to Ask Yourself about ITIL Event Management

When setting up an event management process, it is very important that a service provider is able to answer the following six questions. Failure to effectively answer these questions often results in an event management process that does more harm than good.

3 Jul 2015 | Michael Scarborough | No Comments | 1,743 views | Categories: ITIL, Service Management
Understanding the Objectives of the Event Management Process

A strong event management process that is able to detect changes of state throughout an organization’s IT environment is a key aspect of a complete suite of service management processes. Event management ultimately helps an organization maintain control through an understanding of the state of things, and how the state of those things changes in an IT environment.

15 Jun 2015 | Michael Scarborough | No Comments | 1,661 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 | 1,232 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 | 2,049 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 | 1,047 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 | 1,444 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 | 1,537 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 | 4,441 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.