During youtube browsing I found a collection of movies that are fragments of ITIL v3 lectures by Marco Cattaneo from Charles Stuart University. The movies can be found on the youtube, but for your convinience I put them together in one place. So it looks like the free ITIL foundation v3 training. [...]

If you are already happy holders of  ITIL Service Manager Certificate (Manager’s Certificate in IT Service Management), which confirms your in-depth knowledge of all ITIL version 2 processes at manager-level, it is the highest time to start thinking of pursuing ITIL Expert certification.

“Red Badge” holders should attend [...]

Six Sigma is a methodology used in quality management, that was created in the early 80’s of the twentieth century by Bob Galvin and Bill Smith from Motorola.

Nowadays, Six Sigma can be seen at three different levels:

the level of metrics – that is 3.4 defects per million opportunities (DPMO).
the level [...]

Last week I had an opportunity to talk with many people who were ‘fresh’ after an ITIL foundation training. One of the opinions gave me to think.

“You know Mateusz, the whole ITIL is nothing new, and any reasonable manager can create those processes after a certain period of time.”

Inspired by IT Skeptic’s article “How to assemble all the ITSM reference library you need for $211”, I’ve decided to describe how cheaply (or even almost for free) one can get ITIL training (V2 and V3)

Typically, the cost of foundation [...]

According to Dilbert…

See Dilbert cartoon more→

There is an widespread opinion that management of it services = ITIL, sometimes someone might also though about CobiT, but there are so many others standards or frameworks, which can be used in management of IT services: AS-8005, ASL, BiSL, CMM, CMMI, CobiT, COPC2000, EFQM, eSCM (SP2), eTOM, GFIM, ISO 20000 / 27001, [...]

How to create a service catalog or a service portfolio? What should a service catalog contain ? What attributes should services have? If you think that reading ITIL (even version 3) is enough to get answers to these questions, you are wrong. That’s why the ‘Service Catalog Community’ has been established – the organization which [...]

Recently, I’ve found a Forrester report – ‘Managing IT Services From The Outside In – Establishing Realistic SLAs To Stabilize The Business Relationship’. 389 IT decision-makers were asked about their service management process (how they created SLA, and how they measured quality of IT services). Here are some interesting facts from this report (and my [...]

In February and May this year, Gartner published two reports on Help Desk outsourcing. The first relates to the American market, the second to the Western European.

The new veriosn of ITUP (7.1.3) has been relased. You can download it from here.

Now and again, I see people confused or are not sure about what the difference between Configuration Management and IT Asset Management is .

ITIL version 3 has been available for almost a year and still has no ITIL Self-Assessment (MS Excel workbook allowing “simple” maturity assessment processes in the IT organization). Although several companies try to fill this gap, but theirs tools aren’t free. It all was true till now.

In the previous article on ITIL Foundation 3 exam I recommended you a page with a sample version of the exam, if that is not enough for you I encourage you to check following sites:

If you are interested in the sample ITIL v3 Foundation exam…