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 [...]
Find out more about ITIL v3 manager bridge exam more→KPI is the abbreviation for key performance indicators; I think that is probably one of the most abused words in the business language. I can safely say that it has gained the status of the so-called buzzword. Nowadays, practically there is no presentation of IT system or service system for, which does not [...]
More about KPIs for process performance measurement more→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.”
Read the rest story about my view on ITIL more→
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 [...]
Read more about getting a cheap ITIL trainning more→According to Dilbert…
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, [...]
Read more about IT Management frameworks more→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 [...]
Read more about facts on IT Management more→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.
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