What clients want…
I just watched the film ‘What women want’ and it struck me how wonderful it would be if we could read each other’s minds. Our lives...
View ArticleITIL elearning in IT service management the art of service
Check out our eLearning packages HERE ITIL stands for Information Technology Infrastructure Library and refers to the implementation of the various...
View ArticleITIL IT service management elearning
Check out our eLearning packages HERE In recent years, increased competition has forced many IT companies to implement IT service management concepts...
View ArticleNorme ISO 20000
Norme ISO 20000 refers to the role of ISO 20000 standards in an IT Services company, and it looks into a wide spectrum of IT Services. This...
View ArticleThe Art of Service Leads the Way in New Enterprise Virtualization, SaaS and...
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View ArticleThe New ITIL: Growing IT Service Management
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View ArticleService Levels: The Road Map for Delivering Service
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View ArticleService Strategy Review Questions
Question 1 Which ITIL®® process is responsible for developing a charging system? a) Availability Management b) Capacity Management c) Financial Management for IT Services d) Service...
View ArticleITIL Service design processes
The processes included with the Service Design lifecycle phase are: Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management...
View ArticleITIL Service Level Management Goal
The primary goal of Service Level Management is to ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered in line with agreed...
View ArticleITIL Service Level Agreement and contracts
Figure 5.B – SLAs, OLAs and UCs Negotiating and agreeing upon the SLAs and OLAs is the responsibility of Service Level Management. Supplier Management is responsible for negotiation and agreeing upon...
View ArticleITIL Service Level Management Activities
As an overview of Service Level Management, the process will generally consist of the following interrelated activities: (not necessarily in chronological order) Develop contacts and relationships...
View ArticleITIL Challenges affecting service level management
Monitoring of pre-SLA achievements, where to begin? Identifying targets that are achievable and reasonable Insufficient focus, resources and time Inadequate seniority of SLM staff Underpinning...
View ArticleITIL Service Level Management metrics
Statistics: Number/percentage of services covered by SLAs Number/percentage of SLAs supported by UCs and OLAs Number/percentage of service targets being met Yes/Why Questions: Are service level...
View ArticleService Design Scenario
Service Level Management Considerations * SLR – detailed requirements that constitute the design criteria to be met e.g. secure, clear uninterrupted voice, real time video, accessible for novice users...
View ArticleService Design Review Questions
Question 1 Which ITIL®® process analyzes threats and dependencies to IT Services as part of the decision regarding “countermeasures” to be implemented? a) Availability Management b) IT Service...
View ArticleService Transition Review Questions
ITIL® Intermediate Lifecycle program: Service Transition ST – 2011 … store.theartofservice.com/itil-2011-intermediate-lifecycle-program-service– transition.html ITIL 2011 Intermediate Lifecycle...
View ArticleEvent Management Interfaces
Event Management should be developed over time to any service management process that requires monitoring and control. While initially the focus will be on providing the foundation for service...
View ArticleContinual Service Improvement Relationships within the Service Lifecycle
* What is the Vision? Service Strategy, Service Portfolio * Where are we now? Baselines taken using Service Portfolios, Service Level Management, and Financial Management for IT etc. * Where do we want...
View ArticleAnswers for review questions
The following section provides example reasoning for each answer. This is only a guide however, and does not cover every possible reason why an answer is correct or incorrect. Service Strategy ANSWERS...
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