Tri-metriks

Tri-metriks

Service management software solutions

News

» KPN buys TriMetriks CapEm and will implement and launch in september 2011

August 2011 - KPN buys CapEm and starts implementing the product for launch in september.

» KPN buys and implements Avaman (Availability Report) Product

May 2011 - KPN was lacking availability reporting. With this product SLA KPI's, contracted between service operator and the user organisation, can be managed easily since a clear picture about the infrastructure servers availability is provided now.

» TriMetriks has successfully implemented it's Back-up Report Product at KPN/Getronics in march 2011

March 2011 - KPN is using a new Back-up reporting tool. Next to CapEm, TriMetriks has launched it's Back-up Reporting tool within KPN organisation. This tool has the ability to make a coherent report for the user organisation. Peter op den Kamp, Director of Services Getronics: "This is an excellent solution that has solved our problems we faced with back-up reporting. We are glad to have a sufficient solution now."

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» ITIL

Bring Your Own Device BYOD and ITIL
As we all know technology is changing all the time and new products are constantly hitting the market place.   When I started my IT career I turned up to work and was given a desk, telephone, Desktop PC and mobile phone.  Nowadays there are iPhones, iPads, Kindles, (609 words in article)
ITIL What are the Service Sourcing Considerations
Most organizations are general striving to be more effective and efficient, failure to do so can often result in its eventual demise or takeover. Considering Service Sourcing, whether to outsource, invest or simply sell the Service Management capability probably appears on most boardroom agendas over a trading period.   (318 words in article)
What is Service Portfolio Management from an ITIL perspective
A Service Portfolio describes the services of a provider (internal, outsourced etc) in terms of value to the business.   It is an ever changing method used to manage investments in Service Management across the organization, in terms of financial values.  Service Portfolio Management (SPM) enables (316 words in article)
What is Demand Management from an ITIL perspective
Demand Management plays a key role in Service Management.  It aligns supply with demand and tries to forecast the 'sale' of products as closely as possible.   Service Operation is impossible if there is no demand for products or services as there will be nothing to (308 words in article)
ITIL V3 Service Portfolio and Lifecycle
Within the ITIL Service Design book you will find the Service Portfolio. The ITIL Service Portfolio contains the status of all services that IS currently offers, have offered in the past and also those that maybe simply 'pipe dreams', 'nice to have' or ideas for the future. The Portfolio is (445 words in article)
Financial Management
Increased user numbers and demands for new technologies have caused the costs of IT Services to grow faster than other costs and are perceived as high and inflexible. The complex nature of Accounting for IT usage often leads to dissatisfaction and questionable 'value for money' of the services (492 words in article)
Determining the maturity of your organisation with Capacity Management
Below are a series of questions that will assist with determining areas where Capacity Management may need to focus attention to improve its maturity. I would suggest that a marking scheme is established to so that it is possible to determine the following: (1804 words in article)
ITIL Availability Percentage What the percentages really mean
Ultimately, we are in business to deliver a service and more often than not the effectiveness of the service is gauged by its overall availability, normally as a percentage. The availability of a service is determined in the Service Design stage and has an impact on how the service is (466 words in article)
Information Security for SMEs Your Assistance Required
Discussions on appropriate Information Security for SME's There is increasing pressure building from legislation (for example Data Protection in the UK/EU) and industry Regulations (for example Payment Card Industry - Data Security Standard abbreviated as PCI-DSS) to affect Small and Medium Enterprises (SME's) that previously only really (663 words in article)
ITIL V3 Technical Service Catalogue MultiSuppliers
Imagine having an environment where several third party suppliers are involved in delivering your end-to-end services to your customer community, irrespective whether they are internal or external customers.   All is great until it fails or goes wrong. If you like 'bun-fights' you may need to (321 words in article)
What is Supplier Management from an ITIL perspective
Supplier Management plays a key role in Service Management.  It manages Suppliers, typically third party, although some can be internal suppliers, and services they provide to the client.  The aim is to ensure quality, consistency and value for money, in other words, at the right price.   (464 words in article)
What is Information Security Management from an ITIL perspective
Information Security Management in this digital age plays a key role in Service Management.  It must align itself with IT Security and Business Security in order to ensure that information security across the organisation is controlled and managed.   The Information Security Management process includes: (321 words in article)
Service Catalogue Management
If you have information to share regarding Service Catalogue Management, please leave your comments below or contact ITILnews.com   (20 words in article)
ITIL v3 Service Level Management
If you have information to share regarding Service Level Management, please leave your comments below or contact ITILnews.com   (20 words in article)
ITIL V3 Service Level and Supplier Management
Service Level and Supplier Management work together to deliver the various services to the Customer or Business community. Outlined below are the various responsibilities of each area which, together permit the service to be delivered as defined in the associated Service Level Agreement and Service Catalogue.   The (672 words in article)
ITIL v3 Business Service Catalogue
The Business Service Catalogue or a tailored / customized subset is often utilized as a complimentary document or an appendix to the Service Level Agreement (SLA). The recipients of the services are always receptive to the content as it eliminates the mystification that often exists around the names (126 words in article)
ITIL v3 and Service Catalogue
The itSMF UK Conference 2009 is upon us in Birmingham. Reading through the speakers the overwhelming theme seems to be based on the Service Catalogue.   Depending upon where you are on your ITIL journey Service Catalogue and Service Level Management is a key component to (291 words in article)
ITIL Service Catalogue How to produce a Service Catalogue
Introduction   The official definition of an ITIL Service Catalogue is:   (ITIL Service Design) A database or structured Document with information about all Live IT Services, including those available for Deployment. The Service Catalogue is the only part of the ITIL Service Portfolio (1622 words in article)
ITIL Availability formula for Service Level Agreements SLAs
Establishing effective Service Level Management (SLM) requires Service Level Agreements (SLA) to be defined and agreed with the Business or Customer community. The contents of the SLA should be clear and concise, objective and measureable. Having agreed the SLA the next stage is to report against the SLA. (371 words in article)
Consider OLAs as well as SLAs
ITIL Service Level Agreements or SLAs are recognized as an essential requirement to delivering consistent IT services to the customer community, irrespective if they are internal or external customers of the organization. What is often neglected when considering the establishment of the SLA is the corresponding necessity for (364 words in article)
Availability Management
The interdependency today between business processes and IT operation is that if IT stops, the business stops. There is a growing demand from the business and its customers, for the availability of IT Services that are time and place independent. Customer loyalty can no longer be relied on, availability and (760 words in article)
Capacity Management
ITIL Capacity Management is responsible for ensuring the capacity of IT Infrastructure matches the evolving demands of the business in the most cost-effective and timely manner. To enable ITIL Capacity Management to achieve its responsibilities it undertakes various activities including:   The monitoring of performance and (901 words in article)
IT Service Continuity Management
Organisations are now nearly always dependent on IT services in order to support their business practices and to provide goods and services to their customers. This increased dependency on IT means that services need to be protected from extended unavailability. This is where IT Service Continuity Management (ITSCM) fits in. It (2013 words in article)
Service Level Management
ITIL Service Level Management (SLM), encompassing Service Level Agreements (SLAs), Operating Level Agreements (OLAs), Service Catalogues, Underpinning Contracts (UPCs) is more important than these documents suggest. It is a key IT Service Management discipline, and may well be the first point of reference when considering ITIL (1170 words in article)
Configuration Data Uses Service and Management Information Reporting MIR
Art 6 Expanding on the previous articles entitled "MIR the Key" where the Management Information Reporting was discussed , in this article we will discuss the service data and its importance as well as the Management Information (MI) reporting and its value where Configuration Management is concerned.  Truly central to (4408 words in article)
Management Information Reporting MIR Part 2
In this second part of the article we will look at having reached the stage where we know that we are going to proceed with a service or change request (using the ITIL Change Management processes for Request For Change [RFC]) (3268 words in article)
ITIL Change Management acirc whatever
The world media are having a feeding frenzy after an IT software change at a major banking organization in the UK failed, disrupting many payments into and out of customers accounts, primarily locking their funds for several days.   Numerous stories were published regarding members of the public (232 words in article)
ITIL Configuration Management Starting with Asset
The complimentary reports provided by goitil are based on the experiences of ITIL qualified service management professionals. They illustrate best practice and practical implementation of the ITIL framework in real life business situations and are offered complimentary to the ITIL theory to assist you in implementing it in (1135 words in article)
ITIL Service Validation and Testing A Question Answered
One of the ITILnews community have sent in the following question:   "Hello, why is not much material available regarding service validation & testing? Is it because noone really engages into the process? Or is it that we have still the idea that testing is for (413 words in article)
ITIL Change Management Business Information Requirements
The success of any ITIL Change Management process is dependant upon the involvement or representation of the Business/Customer community.  Primarily IT underpins the Business and therefore the Business need to provide appropriate input and direction to IT and on an operational basis the Change process provides one interface (829 words in article)
ITIL Change Management Management Information Reporting MIR
ITIL Change Management    Following the article 'MIR - The Key' this article is a further step in the same direction to discuss the content and use of Management Information Reporting (MIR). It may be read as a stand alone article or as one of the series that (3080 words in article)
ITIL Change Management Process Roles and Responsibilities
The ITIL Change Management process is comprehensively described within the official publications, but within this article we attempt to provide a high level overview of the stages of the Change Management process, the various roles that need to be undertaken at each stage and also details of the (134 words in article)
ITIL Suggested Service Asset and Configuration Management KPIs
At ITILnews.com we are committed to providing value to the Service Management marketplace.  This article provides those of you responsible for Service Asset and Configuration Management with a suggested set of Key Performance Indicators KPIs that you can utilise.   % of software licenses used (589 words in article)
ITIL v3 Suggested Release and Deployment KPIs
At ITILnews.com we are committed to providing value to the Service Management marketplace.  This article provides those of you responsible for Release & Deployment a suggested set of KPIs that you can utilise.   Number of software defects in production Number of bugs or software (148 words in article)
ITIL v3 Suggested Change Management KPIs
At ITILnews.com we are committed to providing value to the Service Management marketplace.  This article provides those of you responsible for Change Management with a suggested set of Key Performance Indicators (KPIs) that you can utilize.   % of outage due to changes (planned unavailability) (683 words in article)
ITIL Change Management Change Request Evaluation Check List
Whilst viewing some blogs we spotted a great checklist to assist individuals and Change Advisory Boards (CABs) when evaluating Change Requests.   The blog was produced by 'Milt' and titled the seven R's of Change Management', but we at ITILnews believe there was one missing, which (145 words in article)
ITIL v3 What is in a Name
Whilst writing the article on Service Management Reporting the subject of naming services and some of the potential pitfalls around it started to have a life of their own, so what follows are some of the things I have found and some thoughts on ways around the possible mistakes. (893 words in article)
Knowledge Management The ITILQualityManagement Aspect
Knowledge Management (KM) has been portrayed as being a direct descendant of the quality movement that started with W. Edwards Deming, and quite rightly we can trace many of the core tenets of KM to the various Quality Management offshoots. The concern for parsimony and efficiency, the analysis (1148 words in article)
What is Knowledge Management from an ITIL perspective
The primary role of Knowledge Management is to improve the quality of decision making by ensuring that accurate, reliable and trustworthy information is available throughout the Service Lifecycle.   In order to achieve this, effective sharing of knowledge in most scenarios requires the development and ongoing (373 words in article)
What is Transition Planning amp Support from an ITIL perspective
Transition planning and support defines the planning and coordination of resources in order to deliver the specification of the Service Design.  Risks and issues are managed effectively through this process.   There are a number of activities for Transition Planning, these include: Set (172 words in article)
What is Service Validation and Testing from an ITIL perspective
Service Validation and Testing defines the testing of services during the Service Transition phase.  This will ensure that new or changed services are fit for purpose (this is known as utility) and fit for use (this is known as warranty).   Service Validation and Testing's goal (277 words in article)
ITIL Practitioner response to article ITIL Governance during a challenging global economic climate
ITILnews editor comment: Following the publication of an article on ITILnews we are pleased that one of out readers has decided to expand the article by sharing his experiences of working with ITIL in practice. I hope you find the response from Colin Mayers, an ITIL Manager, Red (2842 words in article)
Project Management and The Wall
How many times have 'projects' just been 'thrown over the wall' into IT Support, or in ITIL Version 3 speak, Service Operation, without due care and attention?   The answer is 'lots'.   Most organizations follow or rather claim they follow, the Prince2 Project (426 words in article)
ITIL Governance during a challenging global economic climate
During the current global economic challenges, expenditure is probably the most important focus of any organization. The governance of the majority of economic expenditure within IT is performed primarily through the Change Management process. For clarity the definition of 'Governance' according to ITIL is:   Ensuring (573 words in article)
ITIL Configuration Management Configuration Item Attributes
Some believe that the fundamental discipline that underpins almost all the ITIL disciplines is Configuration Management and the Configuration Management DataBase (CMDB). The CMDB can comprise of a multitude of different types of Configuration Items (CIs), each containing various attributes. When deciding what level of attribute to record it is (140 words in article)
PATCH MANAGEMENT CHANGE CONFIGURATION AND RELEASE OR SOMETHING MORE
Ask many IT Managers what Patch Management is about and they'll respond that it is mostly the deployment of Service Packs and patches required to keep worms and viruses at bay. As IT infrastructure becomes more complex and businesses demand reduced downtime; coupled with the increasing anxiety around governance and (119 words in article)
ITIL Change Management The Missing Link
An IT partnership with 'the Business' is now found to be a fundamental requirement of most medium to large organizations today. The knowledge of IT has grown within the user / customer base to the extent that the 'mystic of IT' does not wash so well as it (1350 words in article)
ITIL Configuration Management and HomeWorkers
Cost pressures combined with the commercial real estate prices and the off-shoring of specific job functions has contributed to the increase in the number of premises available for lease or purchase in most city centres and highways.   What has changed?   The Fortune 500 in (655 words in article)
Release amp Deployment Management
The focus of ITIL Release Management is the protection of the live environment and its services through the use of formal procedures and checks. Working in conjunction with ITIL Change and Configuration Management, Release Management is employed for: Large, major or critical Changes (1154 words in article)
Configuration Management
Without its IT infrastructure a modern organisation will find if difficult if not impossible to conduct its day-to-day business operations. This IT infrastructure consists not only of servers, networks, PCs and software but also related documentation. It is vital that this information is easily available and kept up-to-date as it (2006 words in article)
Change Management
As businesses compete for market position and share, the requirement for IT to be flexible and adaptive regarding the services it offers is paramount. The availability of IT services is crucial to almost all businesses, in addition the businesses demand the IT department to consistently deliver changes effectively and efficiently (658 words in article)
Establishing ITIL Major Incident process
Define   1. Review Service Level Agreement(s) and Service Catalogue(s) - Working with the Business Relationship Manager and Business representatives determine the mission critical services and components. In addition consider the implications of security breaches and also software virus attacks.   2. Identify IT Service Continuity (1359 words in article)
ITIL v4 Simply CSI for ITIL v3 and ITIL Core Publications
** UPDATE **   The Friday 29th July 2011 Update will see the launch of the updated ITIL Core Publications, currently being referred to as ITIL 2011, but should you really rush out and buy a replacement set?   The improvement exercise (587 words in article)
ITIL Service Review meeting How to establish a Service Review Meeting
Service Review meetings provide a very important role in assuring the service(s) delivered, in this case, by a third party provider is aligned to the requirements of both IT ('Client') and ultimately the Business / Customer community. Secondly, the meeting enables Continual Service Improvement and refinement to take (1707 words in article)
ITIL Incident Management A Question Answered
One of the ITILnews community have sent in the following question:   "When monitoring both the components and services, duplicate events can potentially be generated for the same fault - one for the component and one for the service. What is the best practice approach to (304 words in article)
Continual Service Improvement Measurement Metrics KPIs Stats Management Information
How often have we heard the great and the good say 'if you can't measure it, you can't manage it?'.  The answer is numerous times, but the saying is spot on.   Whether embarking on an ITIL implementation or continuing your ITIL journey, you need to (350 words in article)
Top tips for dealing with major system failures
Introduction   When it comes to computer systems, regardless of their size, two things are inevitable.   Firstly, as time goes on, they will need upgrading. As hardware becomes faster and memory becomes cheaper, the software houses are spending large amounts of time and money to (2232 words in article)
What is Event Management
Let's start by providing the ITIL definitions for an 'Event' and 'Event Management': Event - A change of state that has significance for the management of a Configuration Item or IT Service. Event Management - The (193 words in article)
What is Incident Management from an ITIL perspective
Incident Management is responsible for handling all incidents.  These are classed as faults, bugs, failures or issues that have been reported by users / customers either via telephoning a Service Desk, self logging through an intranet portal or by monitoring tools.   The definition of an (303 words in article)
The ITIL v3 definitions for Access Management
Access Management - The process responsible for allowing Users to make use of IT Services, data or other Assets. Access Management helps to protect the Confidentiality, Integrity and Availability of Assets by ensuring only authorized Users are able to access / modify the Assets.   Access Management is (481 words in article)
What is Request Fulfilment from an ITIL perspective
As ITIL has evolved over the years it has become apparent that certain activities that are undertaken do not benefit from following the well documented ITIL Change Management process every time. In fact if this was the case then ITIL would simply be dismissed as bureaucratic. (191 words in article)
ITIL v3 Event Management and the Service Desk
The ITIL definitions for an 'Event' and 'Event Management':   Event - A change of state that has significance for the management of a Configuration Item or IT Service.   Event Management - The process responsible for managing Events throughout their lifecycle.   (152 words in article)
ITIL Service Outage Analysis SOA in 7 Steps
By Hank Marquis, www.itsmsolutions.com   The IT Infrastructure Library (ITIL) refers to Service or Systems Outage Analysis (SOA) as a method to improve availability. Unfortunately, the ITIL does not indicate how one actually performs SOA! This article explains the benefits of SOA, and gives you a 7-step guide (602 words in article)
Service Desk Overview
In ITIL v3 there are now 4 functions Service desk, Technical management, Application management and IT operations management. The Service Desk, nevertheless cannot be understated how critical it is to the success of any IT organization. Ever-increasing Customer demands and the globalization of companies, requires the delivery of a world-class (1226 words in article)
Problem Management
The objective of ITIL Problem Management is to minimise the adverse effect of Incidents and Problems caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents, Problems and Errors.   The main reasons for adopting ITIL Problem Management are: (817 words in article)
Service Support Incident Management
This is probably the most common ITIL discipline utilised throughout Organisations regardless of the level of ITIL maturity.  The goal of ITIL Incident Management is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and (975 words in article)
Wall to Wall Business Intelligence Stopping Valuable Information Falling Through the Gaps
Introduction   I hate the word 'holistic', it conjures up images of questionable medical techniques involving scented candles and crystals.   But when it comes to describing how Business Intelligence implementation should be approached, holistic fits the bill perfectly.   An overall (1708 words in article)
ITIL v3 Continual Service Improvement in Practice
The motivation to write this article came from reading 'How many light bulbs does it take to change the world?' - by Charles Fishman, published in the September 2006 edition of Fast Company.   The current hot topic is global warming and the need for everyone to actively reduce (893 words in article)
What is Service Reporting from an ITIL perspective
The Service Reporting process reports on the results achieved both operationally and strategically. It also reports on any developments related to Service Level Agreements such as hitting various targets, like availability.   Its purpose is to provide information to both IT and the business in order (291 words in article)
What is Service Measurement from an ITIL perspective
The Service Measurement process has very close and obvious links to the Service Reporting process.  Base lining is vital in ensuring that the reports produced are meaningful to those who receive and that they provide value.  Without a base line there is no solid foundation upon (336 words in article)
What is the 7 Step Improvement process from an ITIL perspective
The Continual Service Improvement (CSI) process or 7 Step Improvement process explains how to measure and report on service improvement.  There are close links between this process and the Plan, Do, Check, Act cycle which should feed into the Service Improvement Plan or SIP.   It (260 words in article)
ITIL Incident and Problem Management Continuous Improvements
The ITIL Service Desk provides the focal point of communication for both the IT external customer community as well as those internal customers within the IT department. The incidents reported to the Service Desk are recorded and relevant data gathered including the unique configuration item (CI) identifier, the symptoms, the (336 words in article)
ITIL Process Owners Continuous Improvements
Throughout ITIL regardless of what version one references, there is always the mention of continuous improvements or sometimes referred to as the 'Act' in the 'Plan-Do-Check-Act' approach provided by the Deming cycle.   The introduction of ITIL into any organization is not prescriptive and consequently is (208 words in article)
HOW IS IT DOING Performance Metrics for Data Center Effectiveness Efficiency and Agility
"It's time we aligned IT with the business" is a common cry heard around the data center, especially near budget time. For most IT managers, this means that their business counterparts don't quite understand how IT spending creates business value. IT staff feel as if they're seen as administrative overhead, (2488 words in article)
SIAM Service Management Definition Document
To enable SIAM to be effective across internal and external suppliers the introduction of a Service Management Definition Document (SMDD) is recommended (1012 words in article)
The 5 Key Reasons IT Service Management Initiatives or any project Fail
Someone on Twitter recently asked me "what are the 5 main reasons IT Service Management projects fail".  I really didn't have to give it much thought.  After 30 years practicing ITSM the reasons are pretty much top of mind.  So I quickly rattled off the following: (858 words in article)
Axios Systems Positioned in the 2010 IT Service Desk Magic Quadrant
HERNDON, VA--(Marketwire - December 22, 2010) - Axios Systems, the world's largest independent provider of IT Service Management solutions, has been positioned in the 2010 "Magic Quadrant for the IT Service Desk" report published by global industry analyst firm Gartner, Inc.   The Magic Quadrant Report focuses on (825 words in article)
ITIL Compliant toolsets and Santa Claus
Unfortunately unless you are over approximately 6 years old Santa Claus does not exist.  The same is true for an ITIL compliant toolset that does not exist either (regardless of age!).   Many articles have been written recently regarding this subject (ITIL Compliant toolsets not Santa (344 words in article)
ITIL in Practice
At ITILnews we are always looking a ways to assist our customer community. 'ITIL in Practice' provides a series of articles that share knowledge that has been acquired from implementing ITIL. We hope you find them useful and would welcome your comments back. Furthermore if you have some knowledge or experiences (85 words in article)
ITIL Software Scheme OGC Strong Recommendation to Vendors
The Office of Government Commerce (OGC) strongly recommend that software tool vendors speak to a Licensed Software Assessor before embarking on an assessment to ensure the mandatory assessment criteria are understood and can be met.   The OGC announcement continues:   Following the publication of (278 words in article)
ITIL v3 Software Endorsement Scheme Update
The ITIL v3 Software Endorsement Scheme permits consumers to buy and use ITIL based software tools with confidence, knowing the software has been reviewed for compliance with ITIL v3. In addition consumers are provided with usability assurance, whilst software vendors are provided with the ability to show compliance with (930 words in article)
Top Considerations for Moving to a Cloudbased SaaS Delivery Model for IT Service Management
Software-as-a-Service (SaaS) is more than just a cloud-based delivery model. It is a service approach that IT organizations are considering for meeting their IT service management needs. With a SaaS model, IT organizations can focus their staff and infrastructure on high-priority activities and initiatives while still enjoying access to IT (2406 words in article)
ITIL Version 3 Software Endorsement Scheme
The ITIL V3 Software Endorsement Scheme enables software tool vendors to submit their ITIL based software tools for assessment by a Licensed Software Assessor. Successful assessments will permit the tool vendors to use the 'ITIL Swirl' logo accompanied by the words 'Process Compliant' and either 'Bronze', 'Silver' or 'Gold', which (410 words in article)
ITIL tools standard endorsed by ITIL creator seeks to aid buyers
For the first time since creating the Information Technology Infrastructure Library more than 20 years ago, the U.K.'s Office of Government Commerce (OGC) has officially endorsed a compliance framework to audit vendor products, documentation and processes against the published best practices of ITIL (versions 2 and 3). The compliance scheme (193 words in article)
Communication communication communication
Communication is the bedrock for all successful organisations.  Many people think that Configuration Management is the foundation for Service Management, which if implemented correctly it is, but communication comes before that right at the beginning.   Communication is two way, both 'top down' and 'bottom up'.  (363 words in article)
Selecting an ITIL Service Management Toolset
The introduction of ITIL into any organization more often than not requires the support of a toolset to assist with the adoption of the various processes, together with facilitating the interfaces between the processes.   When selecting the toolset for your organization it is important to remember that (1001 words in article)
IT Service Management Toolset Checklist
The following points have been extracted from an article entitled 'Selecting an ITIL Service Management Toolset'.   1.      Select a toolset that fits your organization not the other way round.  Processes come first not the tool.  Be clear on what you want the toolset to do (433 words in article)
ITIL Management Tools Overview
Continuing the people, process and technology theme, having the right Management Tools in place is essential.  Without having Management Information continuous process improvement becomes impossible.   As the saying goes "if you can't measure it, you can't manage it".   Integrated ITIL Service Management (153 words in article)
Selling Information Security to the Board
The latest revision to one of ITGP's bestselling titles; Selling Information Security to the Board, is now available to download. Persuading the board to invest in information security measures requires sales skills. Many information security professionals are scientific and technical specialists; and yet they need to get the message across to people (183 words in article)
ITIL Foundation Handbook 2012
  Author: itSMF UK Publisher: TSO (The Stationery Office) Now updated in line with the 2011 syllabus and endorsed by APM Group, the official ITIL Accreditor, the 'ITIL Foundation Handbook: Pocketbook from the Official Publisher of ITIL' is a quick-reference revision guide designed (415 words in article)
New ITIL 2011 Publication Foundation Handbook
A must have for anyone studying for the ITIL Foundation Examination, the ITIL Foundation Handbook.   Following on from the release of the revised ITIL 2011 core publications, the ITIL Foundation Handbook has now been updated. The updates are aligned with the new ITIL 2011 syllabus (147 words in article)
Latest Translated Publications Passing your ITIL Foundation Exam
The Stationary Office (TSO) the official ITIL publishers have announced the addition of four translated editions of the popular 'Passing your ITIL Foundation Exam', which will be available shortly (October 2011). The additional volumes are provided in the following languages: Japanese - ISBN: 9780113312672 (107 words in article)
ITIL 2011 PDFs Green Convenient and Giving
ITIL 2011 ("ITIL v4") provides the latest updates to ITIL v3.   The hardcopies of the core or lifecycle publications were made available at the end of July. On the 23rd August 2011, previously announced as 31st August, the publications will be available in PDF format. (239 words in article)
ITIL 2011 High Level Updates
As we await details of a free download providing a summary of the updates we have pulled together the following information highlighting some of the high level updates...   ITIL Service Strategy   The concepts have been clarified, without changing the overall message. The (461 words in article)
ITIL 2011 Facts List
ITIL 2011: ITIL 2011 is simply a continuous improvement exercise that has incorporated over five hundred changes, plus additional suggestions, roles, process flows, inputs and outputs that have been identified since the launch in 2007.   ITIL 2011 Translations: Translation of the ITIL 2011 Core Publications (355 words in article)
Building an ITILbased Service Management Department
Author: Malcom Fry Publisher: TSO (The Stationery Office) ITIL concentrates on describing IT Service Management processes, functions and roles but does not describe how to build a Department to run and manage those processes, leaving the question "How can I structure my organisation to (262 words in article)
New Publication Information Lifecycle Support Wisdom Knowledge Information and Data Management
This publication provides a comprehensive and much-needed source of information on data and information management - ideal in the current climate of information losses. (227 words in article)
ITIL v3 Service Operation Book
2nd impression Author: Office of Government Commerce (OGC) Publisher: TSO (The Stationery Office) Service Operation introduces and explains delivery and control activities to achieve operational excellence on a day-to-day basis. Sharing a consistent structure with the other four core ITIL Version 3 (V3) (268 words in article)
Passing your ITIL Foundation Exam 2nd Edition
Study Aid from the Official Publisher of ITIL Author: Office of Government Commerce (OGC) Publisher: TSO (The Stationery Office)   This publication, 'Passing your ITIL® Foundation Exam - 2nd Edition' is endorsed by APM Group, the official ITIL Accreditor, and is suitable (351 words in article)
Passing Your ITIL Intermediate Exams
Study Aid from the Official Publisher of ITIL   Author: Office of Government Commerce (OGC) Publisher: TSO (The Stationery Office)   This ITIL V3 publication, 'Passing Your ITIL Intermediate Exams - Study Aid from the Official Publisher of ITIL', endorsed by the official ITIL Accreditor, (367 words in article)
ITIL V3 Foundation Handbook
Replaced by 2012 edition - click for link to new edition. (24 words in article)
Planning Protection and Optimization ITIL V3 Intermediate Capability Handbook
This guide provides a quick reference to the processes covered by the ITIL V3 PPO syllabus. It is designed as a study aid for students taking the ITIL Capability qualification for PPO. (212 words in article)
Service Offerings and Agreements ITIL V3 Intermediate Capability Handbook
This guide provides a quick reference to the processes covered by the ITIL V3 SOA syllabus. It is designed as a study aid for students taking the ITIL Capability qualification for SOA. (217 words in article)
ITIL Planning to Implement Service Management
A six-step process to planning service management implementation. Relationships, roles, organisation and structure. Enablers and blockers to successful service management. (465 words in article)
ITIL v3 Continual Service Improvement Book
2nd impression Author: Office of Government Commerce (OGC) Publisher: TSO (The Stationery Office)   ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. For further information visit ITIL Refresh Register. Alongside the (257 words in article)
ITIL v3 Service Transition Book
2nd impression Author: Office of Government Commerce (OGC) Publisher: TSO (The Stationery Office)   ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. For further information visit ITIL Refresh Register. Service Transition (257 words in article)
ITIL Book Shop Introduction
ITILnews.com are happy to be able to offer a wide range of ITIL books to buy online at the best price possible and we are adding to the titles available all the time.   You can browse the ITIL book section of ITILnews.com and add your book selections to (262 words in article)
ITIL v3 Service Design Book
The ITIL v3 (ITIL version 3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design (237 words in article)
ITIL v3 Service Strategy Book
A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. Subsequent titles in the core set will (230 words in article)
Free ITIL Foundation classes for USA Veterans
The transition from the military into the corporate world has just got a little easier... Msys is offering free ITIL courses, amongst other courses, at the end of May and June 2017 to both veterans and their families. To find out more on the Mysy web site, (77 words in article)
The Future Of Project Management
Project management is one of the most important skills that a professional can have. Effective project management helps to ensure that all tasks within a certain project are completed within set timescales and are completed to or under budget. This helps to streamline processes within a business, while also helping (553 words in article)
Change Management The Focus
Is it the smaller change that will bleed the organization ? (85 words in article)
Commercial and Service Management
It may seem obvious, but... (280 words in article)
SIAM or Service Integration And Management
It appears that some organizations are starting to realise that the SIAM model adopted some years ago when it was the fad, is not all it was cracked up to be.   Organizations saw SIAM as the opportunity to reduce costs and offload the responsibilities of (331 words in article)
How ITIL Will Change How You Think About Startups
Every business could benefit greatly from using technology in one way or another. A survey conducted by AT&T and the Small Business & Entrepreneurship Council, found that smartphones alone save business owners 1.24 Billion hours a year, while mobile technologies save small businesses more than USD 65 Billion a year. (971 words in article)
ITILAcircreg Practitioner translations in German Japanese French and Latin American Spanish
AXELOS is to make ITIL® Practitioner – the new certification of the world’s most widely adopted service management framework – available in German, Japanese, French and Latin American Spanish as part of an ongoing international expansion. ITIL Practitioner is the most significant recent evolution in the ITIL® best practice (331 words in article)
SIAM toolset A Fool and a Tool
It may appear to be stating the obvious but when considering a new or replacement Service Management tool it is paramount that as an organization you define your existing and/or future Service Operating model. The model should assist with understanding how the organization plans to operate and highlight expectations of (388 words in article)
Getting the whole Organization in Shape
So whilst you or your organization is introducing ITIL best practice in an effort to 'get into shape' to become more efficient, effective and profitable you might just want to think about yourself and your employees.   As you embark on the Service Management journey you will introduce (357 words in article)
Recession takes down ITIL Consultancy company
UPDATE 18th APRIL 2013   On the 20th March it was reported that Fox IT, a UK based ITIL Consultancy had collapsed and had entered administration.   It has now come to light that a number of offers were made for the assets of the company. (197 words in article)
Service Management Framework Getting Started Right with Service Management
With the right framework, enterprises of almost any size - small to large - can implement effective functional Service Management organizations. The framework described in this article enabled a successful implementation at a large financial services company. As a result, the company has realized important benefits. In addition to cutting (207 words in article)
ITIL and James Bond join forces
Bond, James Bond - shaken not stirred. Now Special Agent 007 can add ITIL to his repertoire. It is official MI5 has adopted ITIL best practice. The British Intelligence Agency has a series of ITIL related job opportunities that it is looking to fill.   If (147 words in article)
ITIL Words of Advice
ITIL provides great benefit to numerous organizations around the globe, but a word of advice - BE PRAGMATIC !   ITIL needs to work for your organization and not the other way round.   In some situations you may need to adapt ITIL or (159 words in article)
ITIL nonproprietary status challenged
The owners of ITIL, the UK Government Cabinet Office, have gone out to tender with a 'joint venture'.   The alarm bells are starting to ring. One of the fundamental strengths of ITIL is that it is non-proprietary, although a few questions were raised with the appointment of (111 words in article)
ITIL Change and Release
We are often asked what is the difference between a Change and a Release...   A release is simply a large, complex change that may require a significant management into the production environment. ITIL defines a Change and Release as follows: Change: The addition, (120 words in article)
ITIL latest translated examinations in Brazilian Portuguese
ITIL Intermediate Service Operation (SO) and ITIL Intermediate Service Transition (ST) examinations will be available in Brazilian Portuguese from Monday 3rd December 2012.   ITIL Intermediate Service Offerings and Agreements (SOA), Planning, Protection and Optimization (PPO), Operational Support and Analysis (OSA) and Release, Control and Validation (RCV) are (55 words in article)
ITIL Implementers required at TSO
So you have the ITIL Certificate(s) and the ITIL Implementer 'T-shirt', but have you considered becoming an ITIL Author and adding an ITIL book to your trophies?   If the answer is yes then why not put yourself forward for consideration in becoming an author or (246 words in article)
ITIL adopted by BankservAfrica South Africa
November 2012: BankservAfrica, an automated clearing house is using ITIL best practices to improve and lower the cost of services to clients, and provide a framework that will enable the organisation to identify and implement continual operational improvements. Marvel's MSM Expert, an integrated ITIL-based solution has been chosen to assist (135 words in article)
Swiss Railway SBB iET ITSM the missing link between IT service providers and SBB Informatik
The attached case study from iET Solutions discusses how SBB, Switzerland's largest travel and transport company, is benefiting from implementing ITSM, including improved management of multiple outsourced service providers. Download PDF: Swiss Railway SBB iET ITSM the missing link between IT service providers and SBB Informatik (420kb PDF) (51 words in article)
US Army assisted by ITIL best practice
The US Army's move of 1.4 million users to the cloud for email is assisting to fix long-standing process problems across the department. Mike Krieger, the Army's deputy chief information officer, stated the service and its partner, the Defense Information Systems Agency (DISA), which is hosting the email (150 words in article)
ITIL Change Advisory Board Is it killing your Business
ITIL Change Management clearly states that all Requests for Change (RFCs) must be approved and authorized in advance of implementation. The speed and effectiveness of the approval and authorization element of the Change Management process can provide the difference between the organization being responsive to market forces, competitive (657 words in article)
Mixing IT service management with real people
IT Service Management is all about putting the focus on the end user, ensuring they get the service they have asked for and that it is delivered on time and at a price they are willing to pay. But let's look at this from a different angle, and (579 words in article)
ITIL assists to rebuild organization
The downturn in market conditions resulted in an engineering consultancy having to reduce its workforce. Coffey International, with its headquarters in Sydney, Australia, appointed a new CIO (Chief Information Officer), John Talbot to drive through stability in the IT department following a turbulent eighteen months.   (97 words in article)
ITIL increased adoption in US Department of Defense
WILLIAMSBURG, VA. - Rob Carey, the Department of Defense (DoD) deputy chief information officer, during a keynote session of the ACT/IAC Executive Leadership Conference, stated that the Defense Department is planning to make greater use of the Information Technology Infrastructure Library (ITIL) practices.   The ITIL (119 words in article)
Unicom Systems acquires ITIL vendor iET Solutions
UNICOM Systems, Inc. based in Mission Hills California USA, develops and markets a multitude of open systems software products has acquired iET Solutions for an undisclosed figure. iET develops IT service management (ITSM) solutions, which assist organizations to obtain and maintain compliance with IT standards such as ITIL. (62 words in article)
Suppliers driven to deliver ITIL
UK - Prospective suppliers to the Ministry of Justice (MoJ) will shortly be expected to standardize their service offerings to conform to the MoJ's ITIL best management practices.   The MoJ National Offender Management Service (NOMS) is spending three hundred million pounds on an IT transition (161 words in article)
ITIL important in running for Council Seat
Having studied and applied ITIL over many years, I have never spotted one outstanding benefit, but apparently it can assist you if you decide to run for a Council seat !   Chad Cooper in Brighton City, Michigan (MI) is doing exactly that. Chad holds (375 words in article)
ITIL goes to school
In support of the Australian government's Digital Education Revolution (DER) initiative, the itSMF Australia chapter has introduced a new membership category for schools to improve the delivery of IT services to students.   Schools will be provided with access to knowledge and increased awareness as to (148 words in article)
ITIL Study Findings Management Software Vendors
An ITSM study undertaken in April and May 2011 by Forrester and the itSMF USA chapter focused not only on ITIL but also covered management software vendors. Below are some of the findings published by Glenn O'Donnell the author.   Some of the findings came as (383 words in article)
Raising Global Awareness of ITIL
Assistance in raising the awareness of ITIL (Information Technology Infrastructure Library) is being provided by Hewlett Packard (HP) who is delivering a series of ITIL awareness sessions with Softline, an IT specialist in Azerbaijan. The sessions cover both ITIL and Project Management Professional (PMP).   (48 words in article)
ITIL Recognized to Reduce Costs
Gartner's vice president Jay Pultz states that IT Infrastructure and Operations (I & O) represents 60 per cent of total IT spending worldwide. Pultz goes onto state that I & O cost savings of 10 per cent in twelve months and up to 25 per cent in three (246 words in article)
ITIL Benefits Study 2011
A study undertaken in April and May 2011 by Forrester and the itSMF found ITIL has a positive impact on organizational productivity, service quality, IT department's reputation with the Business and operational costs.   Primarily focused in the USA, data was collected from four (422 words in article)
ITIL adopted by Deutsche Bank
Deutsche Bank having partnered with Tata Consultancy Services (TCS) who will deliver a global application service desk, service operations and all other IT Infrastructure Library (ITIL) services to the bank at locations across seven countries - the USA, UK, Germany, Hungary, Philippines, Singapore and India to achieve transformation. (71 words in article)
ITIL Service Provider wins 756m contract
Sept 2011: Reading, UK -Northgate Information Services has been awarded a seven year IT managed service contract by Reading Borough Council, worth £75.6 million ($121.8m).   Building on the success of a previous contract that is due to expire this year, Northgate will provide IT services (78 words in article)
ITIL and Internal Revenue Service IRS Audit findings
ITIL and Internal Revenue Service (IRS)  - Audit findings   USA: The Treasury Inspector General for Tax Administration (TIGTA) has recently published its audit findings regarding ITIL Event Management, Incident Management, and Problem Management initiatives at Service Operations Command Center Branch (SOCCB).   SOCCB (371 words in article)
ITIL adopted by United States Air Force
Texas, August 2011. Business process reengineering events have been utilized to refine internal processes and improve the ability to provide comprehensive information technology services to Headquarters Air Force, Deputy Chief of Staff Manpower, Personnel and Services, Air Force Personnel Center, Air Force Services Agency, Air Force Manpower Agency (206 words in article)
ITIL continues to need your assistance
The recent ITIL 2011 improvements came about following the information collected from the ITIL community as they used the Core Publications.   As one might expect, best practice strives for continual improvement and this means a change control log is available to capture such improvements. The log can be found (194 words in article)
ISOIEC 20000 Certification Melco Crown Entertainment
Melco Crown Entertainment Limited, a developer and owner of casino gaming and entertainment resort facilities focused on the Macau market in China - often referred to as 'The Las Vegas of the East', has achieved ISO/IEC 20000 certification for IT Service Management System.   The ISO/IEC (71 words in article)
ITIL Owners repositioned in the heart of UK Government
The Office of Government Commerce (OGC), who are the owners of ITIL and Prince2 amongst other products, has been brought under the control of the UK Government Cabinet Office and are now part of the Efficiency and Reform Group (ERG).   The move brings together in (239 words in article)
Smart Questions for your SaaS vendor
As the economy finally starts to look up, cloud adoption has become inevitable, according to writer Roy Wang in a recent Forbes blog post. Businesses of all sizes are no longer trying to decide when to embrace cloud computing, they are now planning how to most effectively do so. In fact, (513 words in article)
ITIL news Fox IT heads into the Cloud with ITSM 20
Fox IT has partnered with VMware to take IT Service Management (ITSM) into 'the cloud'.   ITSM 2.0 is a new ITSM framework that has been designed to help organizations manage their IT functions in this shift, covering and integrating both on-premise and cloud infrastructures. ITSM (397 words in article)
ITSM survey shows SaaS on rise while ITSM governance remains weak
The rise of SAAS (Software as a Service) as a viable ITSM tool is one of the many findings from our 6th Annual IT Service Management Industry Survey.   This article summarizes some of the key findings from this year's survey.  A link to the full set of (807 words in article)
ITIL supports Mobile Telecoms Outsourcing deal
March 2011 - UK Telecommunications sector: The 2010 merger of 'Orange' and 'T-Mobile' that resulted in the companies being re-branded as 'Everything, Everywhere' is outsourcing its IT to 'T-Systems' in a seven year contract that has been speculated to be worth an estimated £700m.   The (82 words in article)
ITIL and Cloud Computing
by Sumit Kumar Jha   Abstract   Cloud Computing is the buzzword in IT industry today. Whether it be a service provider or a customer organization, everyone is looking forward to embrace cloud computing and benefit from it. But a common concern (2508 words in article)
ITIL v3 Probably the best IT Service Management in the world
January 2011: Carlsberg, the producer of about 40 billion bottles of beer per year, have awarded a five year ITIL orientated contract to Accenture to deliver application services to the European operations, in support of the "Business Standardisation Programme" (BSP).   Accenture will support a range (95 words in article)
ITIL v3 Refinements Update on progress
The owners of ITIL, Office of Government Commerce (OGC) in the UK have stated that a public review of the updated ITIL V3 core publications has been very positive.   Currently a second public quality assurance review is being undertaken, after which the authors will refine (84 words in article)
ITSM Projects A Tragedy in Five Acts And How To Avoid This Tragedy In Your Organization
Eighty percent of IT Service Management and ITIL programs and projects have failed to meet their objectives and are deemed a failure by the sponsor. Despite the high-profile success of ITSM and ITIL projects in organizations like Proctor & Gamble and BMO Financial, most ITSM projects will fail. This is (1951 words in article)
BP 400m outsource to HP supported by ITIL
British Petroleum (BP) International have signed a five year $400 million outsourcing services agreement with Hewlett-Packard (HP).   HP will be utilizing services that are aligned to ITIL v3 to support BP. It is envisaged that BP will benefit from improved information management by aligning information (115 words in article)
ITIL IT Service Management software selected
12th December 2010   During the current tough global economy the municipal organization of The City of Kirkland, Washington has selected the ITSM solution provider, Axios Systems, and its ITSM software product assyst to support and mature its ITIL processes.   www.axiossystems.co.uk (45 words in article)
ITIL 7 Simple Rules for Designing a Process
When it comes to IT Service Management few would argue that ITIL has become the deFacto standard for defining processes.  But would it surprise you to learn that you can become ITIL certified right up to the "expert level" without ever learning how to effectively design a process? (1393 words in article)
ITIL India APMGInternational hits the road
APMG-International is commencing a road show in India entitled 'Best Practices Showcase India Series 2010' which is taking place in Bangalore on November 16th 2010, Mumbai on November 17th 2010 and in Delhi on November 19th 2010.   APMG whom on behalf of the (100 words in article)
Fujitsu win three year ITIL contract
Fujitsu have won a three year contract with Verve Energy, an electricity generation company in Western Australia, to implement a series of ITIL processes and provide an IT Service Desk.   The ITIL processes include Incident management, Problem management and Change management. The Service Desk will (71 words in article)
Producing a Business Case for ITIL
If you have been tasked with the production of a Business Case to support the proposed introduction of ITIL into an organization then ITILnews may be able to offer some assistance.   On the ITILnews.com website stored under the left-hand menu heading entitled 'What is ITIL?' (89 words in article)
ITIL v3 Endorsed by NASA
The Information Technology Infrastructure Library (ITIL) is fostering NASA's alignment with recognition that information is the most important strategic resource any organization has to manage.   Using the ITIL v3 framework to champion positive changes in how NASA conducts IT business.   Linda Cureton, (255 words in article)
US Army Certificate of Networthiness for BSM and Network Performance Monitoring Solution ITIL v3
Zyrion Inc. Traverse, a Cloud and Network Monitoring solution using ITIL v3 Business Service Management (BSM) technology, has been awarded the Certificate of Networthiness (CoN) from the U.S. Army Network Enterprise Technology Command.   Zyrion is meeting the evolving needs of government customers to monitor an (212 words in article)
TechTeam Global and Joy Global ITIL outsourced services relationship
TechTeam Global, Inc., a worldwide provider of IT outsourcing and business process outsourcing services, has announced that it is implementing an advanced Information Technology Infrastructure Library (ITIL) - based toolset for Joy Global Inc. as a part of the two companies' long-standing outsourced services relationship.   The (181 words in article)
ITIL v3 officially introduced into China
28th May 2010 - The Gaochun Nanjing Regional Government has formed a joint venture with Goalsoft (Shanghai) and AIM Tech (UK) Limited to set up an IT Science Park that will include a training centre offering ITIL training and PRINCE2 training.   Obviously the market is (107 words in article)
ITIL and Managed Service Provider MSP swap
Fujitsu take over from Serco as the preferred Managed Service Provider (MSP) for 3663 First for Foodservice.   Fujitsu have signed a five year IT managed service deal with 3663.  The deal includes hosting all systems, desktop management, managing servers and helpdesk and process support. (105 words in article)
ITIL A Project Managers Perspective
If you are a Project Manager working in an IT environment, you may have heard the acronym ITIL® (IT Infrastructure Library, a set of books similar in nature to PMI's PMBOK Guide) or ITSM (IT Service Management - the concept of IT as a "service" to the business). (1050 words in article)
ITIL V3 Lifecycle Advice on responding to Statement of Service Requirements
This article provides words of advice to those organizations that are involved in submitting responses to tenders or Statements of Service Requirements (SSRs).   Audience - Pitch the contents to appeal to the novice reader as well as the expert where necessary. Don't assume the reader (629 words in article)
ITIL v3 ITIL version 3 Intermediate Exams
All ITIL Intermediate exams have been updated with new quality criteria.  This equates to two scenarios. The same question which has been updated to make it more comprehensible. In some cases new questions have been written from scratch. So what does this (165 words in article)
ITIL v3 ITIL version 3 Update
ITILnews.com have been made aware of the following updates to ITIL v3.[[more]]   Firstly we'd like to make it clear that this is not ITIL v4................!!   The ITIL version 3 update project is currently underway with updates to the five core books (Service (223 words in article)
Why ITIL V3 Service Transition does not paint the whole picture
The ITIL® V3 Service Transition book provides a perspective on how Strategy, Design, & Transition need to work together to successfully provide IT Services. This book points out that there are numerous interfaces between Project Management, Service Management, and other Best Practice processes, unfortunately it doesn't provide the (1600 words in article)
ITIL V3 Lifecycle Service Introduction into Live
The ITIL® V3 Lifecycle has been beating the drum for a while, but SMART-SIP is revolutionising Project Management by providing a single repeatable process for the transition of all IT Services into the 'Live' or 'Production' environment.   SMART-SIP Ltd have produced a revolutionary new product (1035 words in article)
ITIL Version 2 Managers Examinations
In the UK ISEB (Information Systems Examination Board) part of the British Computer Society (BCS) are running their last public examinations for ITIL Version 2 Service Support and Service Delivery at the end of October 2009. It is believed that due to fallen numbers running such examinations is (245 words in article)
ITIL V3 Intermediate courses Help is at hand
Are you struggling to make up your mind which ITIL V3 Intermediate course to choose simply because you might not pass the associated exam, if so help is at hand?   On 30th September 2009, two publications are launched to assist the individual undertaking an ITIL (153 words in article)
ITILnewscom The number 1 ITIL News Portal site
We are pleased to announce that the planned upgrade to the 'shiny new server' in early July 2009, upon which ITILnews in now running, was implemented without any glitches. The upgrade was required due to the level of traffic being generated and the need for a faster and more resilient (128 words in article)
The future of ITIL V2 is in your hands
YOU have until the 24th July 2009 to complete a survey regarding the future of ITIL Version 2. The Office of Government (OGC) who own ITIL are conducting a survey regarding the ITIL Qualifications Scheme. The output from the survey will be used to discuss the future withdrawal (117 words in article)
ITIL Training Provider Brand relaunches in the UK
Following on from the article regarding the UK ITIL Training Provider goes into administration, ITILnews are pleased to announce that the phoenix has arisen from the flames and New Horizons are trading again the UK marketplace with the opening of new offices in London, England.   (49 words in article)
OGC launch Prince2 2009
From the same stable as ITIL, the Office of Government Commerce (OGC), comes the updated Prince2 2009, which is to be launched on the 16th June in London, UK. The launch event is by invitation only, but the publishers, The Stationary Office (TSO), have a live stream that (410 words in article)
UK ITIL Training Provider goes into administration
The global economic downturn is being blamed for the collapse of a significant UK Training Provider.   New Horizons UK franchise owned by Thunder Bay Group Limited went into administration in April 2009 owing £2.1m (approx. $3m). John Stoddard the Managing Director was unavailable for comment (115 words in article)
ITIL Version 2 still worthy of consideration
Recent figures released for January 2008 to January 2009 suggest that ITIL Version 2 Foundation, Practitioner and Managers courses are still in strong demand almost two years after the release of ITIL Version 3.   When launched ITIL Version 3 promoted the fact that ITIL Version 2 disciplines (360 words in article)
ITIL Version 2 and Version 3 Examinations undertaken
The following information is for the period from January 2008 to January 2009:   ITIL Version 2 Examinations taken   FOUNDATION PRACTITIONER MANAGERS 107850 (150 words in article)
ITIL Version 2 Should it stay or should it go
We understand that the Office of Government Commerce (OGC), the owners of ITIL, is looking to create an online survey for the international ITIL community to evaluate the possible withdrawal of ITIL Version 2 publications and qualifications.   As soon as we know more we will (112 words in article)
Research ITIL Adoption
Numara Software, Inc independent two year research states: Although 50,000 copies of ITIL Version 3 were sold within the first few weeks of its release in June 2007 less than 10 percent of companies are actually aware of ITIL as a best practice framework and are adopting (155 words in article)
ITIL V3 adoption
December 2008, Compuware conducted a survey of 107 IT professionals in Australia, 49 percent stated they had already adopted the ITIL V3 Service Operation component - the component most in common with ITIL V2.   In a similar survey conducted a year earlier, the results found (102 words in article)
ITIL UK Trainers Xpertise Merger Activity
During July 2008 Xpertise, the UK based ITIL training organization announced it had made an offer to takeover Parity training also UK based. In August 2008 the Xpertise shareholders rejected the resolution after it had received a takeover approach.   Privately owned QA-IQ specified (124 words in article)
ITIL Service Desk Survey
A survey by Service Desk Institute (SDI) of 159 service desk managers across eleven market sectors found that : First-level resolution rates have increased from just to 21 per cent to 60 per cent between 2004 and 2008 Adoption of ITIL standards has (145 words in article)
EDS BMC and ITIL AsiaPac
EDS (Electronic Data Systems) Asia Pac, hot on the heels of it's agreed takeover by HP (Hewlett Packard) in May for around US$14bn, has announced that it is to standardize on BMC's Atrium Configuration Management Database (CMDB) based on ITIL, to assist with managing and monitoring people, processes (54 words in article)
Touchpaper acquired by Avocent
UK based Touchpaper, the provider of ITIL Service Management software has been acquired by Avocent of the USA, for approximately $45 million. The deal was completed on 1st July 2008.   (34 words in article)
Credit crunch hits public sector IT hiring
by Deirdre McArdle Public sector IT departments are feeling the squeeze when it comes to hiring skilled staff, with 90.5 percent saying they are facing headcount restrictions.   That's according to a survey conducted by recruitment firm IT Force, which shows that IT (376 words in article)
ITIL V3 Service Lifecycle Module and Service Capability Module Release Dates
APM Group (APMG) the organization who are responsible for the development and administration of the ITIL Version 3 Certification Scheme, announced on the 23rd May 2008, the release dates for the ITIL Intermediate Certificate modules, ITIL Service Lifecycle and ITIL Service Capability. The exact details are (195 words in article)
US Army Research Laboratory 32USD million IT contract
A three year contract has been awarded to STG who work under an ITIL framework. STG will continue to provide IT services, systems integration, high-performance computer (HPC) support, and graphics and administrative support.     (39 words in article)
Compugen Inc Release 41 of Compugen eMerge
Compugen Inc, Canada (March 2008) announces Release 4.1 of Compugen eMerge, its asset lifecycle management solution. Based on IT Infrastructure Library (ITIL) eMerge assists to control costs, minimize business risk and maximize the business value that IT infrastructure delivers by helping to manage IT-related assets - hardware, software, (79 words in article)
GWI Software Support 70 Service Desk Edition
GWI Software Canada (April 08), releases of c.Support Version 7.0 with two editions, c.Support 7.0 Service Desk Edition and c.Support 7.0 Incident Management Edition, to address the needs of support centers of differing sizes and needs, allowing different feature set combinations. Customers are able to purchase a solution for (122 words in article)
ITIL Surveys
We are on the lookout for ITIL related surveys, so we can collate and present them all in one place.  Let us know if you come across any.... (28 words in article)
Mapping of ITIL V3 with COBIT 41
Mapping of ITIL V3 with COBIT® 4.1 is planned to be be published on the ISACA website before the end of the first quarter of 2008. www.isaca.org/cobitmapping , as soon as we know we will let you know.   ISACA has a membership of 65,000 worldwide, (124 words in article)
USA En Pointe Technologies
Jan 08   En Pointe Technologies has begun investing in ITIL and is developing talent in its services organization as it prepares for growth of its managed service capacity. For more information visit http://www.enpointe.com.   (38 words in article)
India BMC software assists Tata Motors
Jan 2008    Tata Motors is currently hot on the news wires with the potential purchase of the prestigious Jaguar Cars and Land Rover from Ford Motor Company. Tata Motors looking to increase its service quality and availability have bought BMC Business Service Management (62 words in article)
Is the ITIL Version 3 Honeymoon over
The preamble and build-up to the launch of ITIL Version 3 promised much but has it lived up to those promises six months after the launch in the middle of 2007 ?   In this article ITILnews.com attempts to objectively outline some of the observations following the release of (921 words in article)
News Integration Technologies Group announces flagship Centre Version
Integration Technologies Group- ITG (USA) announces its flagship product Centre Version 4.6.3 has successfully met the minimum functional criteria for ITIL processes and has been awarded the PinkVerify Service Support certification designating the software as ITIL compatible. For more information, visit www.itgonline.com (41 words in article)
Fujitsu Siemens announces complete services package for BladeFrame system
Fujitsu Siemens - Announces the introduction of a complete services package for its BladeFrame system. The Solution Contract Blade Frame services package includes remote support as well as scheduled maintenance for the system and virtualization software based on the ITIL. For more information, visit: http://www.fujitsu-siemens.com/ (45 words in article)
LiveTime Software partners with Harlock Srl
LiveTime Software announces it is partnering with Harlock Srl, based in Milan Italy.   Harlock will be a reseller for the ITIL compliant Web 2.0 Service Management software.   For more information, visit: www.livetime.com and www.harlock.biz (40 words in article)
Computer Associates Sample 300 CIOs and other top IT executives at companies with more than 250 m
(Nov 07) 74% believe better prioritization of IT spending based on business needs to be a critical IT management goal primary drivers for alignment is a desire to avoid spending that yields a low ROI, and the need to ensure fulfillment (266 words in article)
ILX Ltd Survey 100 UK Directors and Senior Managers
61% believe having staff trained in ITIL gave businesses a competitive edge. 66% not ready to implement ITIL V3 although did plan to implement in the future. 17% had set timescales for implementing ITIL Version (73 words in article)
The Art of Service Australia Receives accreditation from EXIN
The Art of Service (Australia) - Receives accreditation from EXIN for a new integrated ITIL® certification course that will enable practitioners to effectively manage, organize and optimize the ITIL Capacity, Availability and IT Service Continuity Management processes. (38 words in article)
CheckFree USA Steve Olsen ITIL processses
CheckFree (USA) - Steve Olsen, Executive VP and Chief Operating Officer, with a budget of $305 million and an IT team of approximately 1000, announces one of the current top initiatives is the implementation of ITIL processes combined with the consolidation of thirteen data centers into three. (45 words in article)
BMC Software to offer Republic Polytechnic with Information Technology Service Management diploma
Singapore's tertiary institution, the Republic Polytechnic have teamed up with BMC Software to offer students an Information Technology Service Management (ITSM) diploma. Students will be introduced to best practices including ITIL. The diploma has been introduced as a direct result of the IT skills shortage in Singapore and Asia Pacific for (66 words in article)
United Bank of Africa Nigeria to provide ITIL training to staff
Nigeria: The United Bank of Africa (UBA) announces it is to provide ITIL training to its technology staff, inline with the training provided by other leading banks in America and Europe.   (37 words in article)
ITIL Companys strategic partnership
Fox IT and Global Knowledge in the UK have announced a strategic partnership to deliver IT Service Management consultancy and learning solutions. (22 words in article)
ITIL Take a Rain Check
Recently the big research organizations of Gartner and Forrester have publish material that appears to support the implementation of the Information Technology Infrastructure Library (ITIL) into organizations.   Research into ITIL   Gartner's research identified that ITIL assists to reduce costs, to find out (313 words in article)
ISOIEC 20000 Update
ISO/IEC 20000 has undergone an update (May 2011), for part one of the standard for the time being anyway.   The number of stipulated requirements has increased from 210 to 406 therefore many organisations are updating their intellectual property (IP) accordingly to meet the (180 words in article)
ITIL Cost of Implementation
Recently ITILnews has been contacted by one of our visitors asking if we could provide any guidance around the costs involved in implementing ITIL into an organization. Due to the variables associated with an organization including, size, location and budget, it is impossible to specify specific costing's. (1534 words in article)
ITIL Awareness in the Organization
The introduction of ITIL into an organization often begins like a pebble dropped into a pool, small to begin with but then ripples out across the various teams, departments and in some cases divisions and countries.   Not everyone will be provided with ITIL training or (165 words in article)
What is the ITIL Service Architect
The beauty of ITIL v3 is that it covers the Service Lifecycle comprising of the Strategy, Design, Transition, and Operation through to the Continual Service Improvement - all of which is documented in the ITIL core publications.   Having had the opportunity to engage with numerous multi-national organizations (497 words in article)
ITIL v3 London Metropolitan Police Service implement by end of 2010
UK, London: The Directorate of Information (DoI) on behalf of the London Metropolitan Police Service will implement ITIL v3 by the end of 2010.   The Directorate of Information (DoI) in the United Kingdom provides the London Metropolitan Police Service (MPS) with technology, communications and information (202 words in article)
ITIL Lifecycle Process Model
The ITIL Lifecycle Process Model provides a high-level view of how the ITIL Core publications fit together. In addition it positions where the various components of ITIL come into play.   To view the ITIL Lifecycle Process Model click here (opens in a new window).   (50 words in article)
Assistance with selling ITIL to the Board
If you are sitting scratching your head trying to pull together a proposal to support the introduction of ITIL into your organization then help is at hand. The Office of Government Commerce (OGC) the owners of ITIL have published a white paper that is entitled the 'Executive Briefing (69 words in article)
ITIL Aligning IT with Business by Delivering More for Less
As a recent subscriber to ITIL News, I read a well constructed article on the website regarding Service Reporting. It started by referring to the commonly used phrase of 'aligning IT with the business', and then talked about how IT Managers' business counterparts don't quite understand how IT spending creates (704 words in article)
ITIL Business Strategy Four Trends driving the Data Center of the Future
How do you transform your data center from its current stove-pipe approach to the technology and process of the much heralded next generation data center?   When I sift through the list of great and visionary qualities that many believe will define the data center of the future, I (1160 words in article)
ITIL Performance Work Statement Statement of Work Example
This article references a published 'Performance Work Statement' (PWS) that has been issued by the United States Marines and is available in the public domain.   At a strategic level (i.e. the Board) a decision may be taken to engage third party suppliers to assist with (188 words in article)
ITIL What is ITIL
A brief history of ITIL and how it has developed over the last twenty years or so can be found by clicking here.   ITIL has evolved through three iterations or versions and the current version is referred to as ITIL v3, this is simply because (198 words in article)
A great time to be in or invest in ITIL
I believe that most would rightly accuse me of understatement for saying that both the commercial and government IT worlds are not comfortable places to be at the moment, whether permanently employed or contractor although things are looking better than they did twelve months ago, overall the short (707 words in article)
ITIL Do you believe the hype
ITIL is becoming the de-facto standard globally for IT Service Delivery but is it the silver bullet?   Many companies globally have implemented and are implementing ITIL be it version 2 or version 3.  Companies from both Public and Private sectors have started their journeys in (140 words in article)
Home working a viable option
Given the recent events in the UK with regards the severe weather, many companies may think more seriously about "enabling" their employees to work from home.   News articles have said that many workers who couldn't work from home just 'had the day off'.  This would (330 words in article)
ITIL Back to basics People Process and Technology
Whether you use ITIL v1, ITIL v2 or indeed ITIL v3 the fundamental principle of People, Process and Technology is the foundation for a successful ITIL implementation.   When Consulting, Customers ask 'what is the secret to a successful ITIL implementation'?  The answer is not rocket science but (403 words in article)
Brief history of ITIL
End of the 1980s   Following a series of high profile failed Public Sector IT projects that were reported in the media, resulting in much criticism and debate levied at the government in power, the Central Communications and Telecommunications Agency (CCTA) commissioned and managed the production of the (1046 words in article)
ITIL career Theory versus Practice
On several occasions, ITILnews have been asked for career guidance as to what direction an individual should take.   We must confess that the ITIL Qualification Scheme may appear somewhat daunting. The scheme has in our opinion, been devised so it may support and underpin an (375 words in article)
ITIL Looses its Bridges ITIL Accreditation Scheme
As of 1st July 2011, the ITIL Accreditation Scheme does not provide any officially recognized Bridging courses between ITIL version 1 or 2 and ITIL version 3.   The consequences simply mean, irrespective of existing ITIL v1 or v2 qualifications, if you require to be ITIL (69 words in article)
ITIL Master Qualification Update
Initially the ITIL Master Qualification was promised for release at the beginning of 2010, the development of the qualification has proved more difficult and illusive than first thought.   This month, March 2011, the world of ITIL Service Management awaits further news on the ITIL Master (152 words in article)
ITIL Education Warning
As the last of the ITIL version 2 Managers courses commence around the globe, ITILnews are being asked will the qualifications still be recognized by the industry going forward?   The simple answer is YES. ITIL version 3 is founded upon ITIL version 2, simply expanded (195 words in article)
ITIL v3 What are the ITIL Core Books or Publications
The bedrock of ITIL v3 is comprised of five publications, which together are referred to as the ITIL Core books or publications. The five titles are: Service Strategy A view of ITIL that aligns business and IT so that each brings out (352 words in article)
ITIL v3 Core Publications Latest Updates September 2009
ITIL v3 is about to be updated!!.  However these are only minor updates according to the OGC and therefore a 'new edition' will be produced based on feedback from the ITIL community and not a new version of ITIL.   A Change Management approach has been (203 words in article)
What is the value of ITIL v3 Intermediate Lifecycle Courses
Now that ITIL version 3 is well established, with ITIL v3 Foundation, ITIL v3 Foundation Bridging, ITIL v3 Managers Bridging and ITIL Expert courses being run by the Accredited Training Organizations (ATOs).  What is the value of the old Practitioner courses or in v3 speak the Intermediate and (261 words in article)
Latest ITIL Version 3 Publications
The ITIL Version 3 core publications have been translated in to both German and Japanese and are available as PDF (Portable Document Format). The complete set of the core publications can be purchased or as individual volumes.   The book entitled 'Introduction to the ITIL Service (75 words in article)
ITIL v3 Badges Pearly Kings and Queens
The ITIL Badges live on.  Gone are the days of the green Foundation, blue Practitioners and red Managers badges.  They have been replaced with the various pastel colours and shades below.     ITIL® v3 badges from left to right: Foundation, Capability, Lifecycle, (198 words in article)
ITIL V3 Core Publications Updates
Following the publications of the core ITIL V3 books just over a year ago a few amendments have been identified and they can be found by clicking on the appropriate book name below:   (All links below are from http://www.best-management-practice .com)   (125 words in article)
ITIL Version 3 Translated Publications
The publication in English of the core ITIL Version 3 books is on target for the 30th May 2007. Over the next six months the following translated versions will appear: Brazilian Portuguese French German Japanese Spanish (Castilian and Latin American) (81 words in article)
ITIL Version 3 Public Review
The Office of Government Commerce (OGC) in the UK made a somewhat low-key request between 8th November and 9th December 2006 for volunteers, to review the ITIL Version 3 'core publications' (Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operation (SO) and Continual Service (295 words in article)
ITIL Refresh Project Governance
ITIL Refresh Board - High-level decisions regarding the scope and development of ITIL Version 3 is provided by the ITIL Refresh Board. The following individuals comprise of the Board: Carol Hulm - ISEB Janine Eves - TSO Jenny Dugmore - ISO/IEC (758 words in article)
ITIL Refresh Project Tranche D Executive introduction to Service Management
Summer 2007 expect to see a publication aimed at providing introductory guidance to senior executives with regards to ITIL. Primarily this volume is dependant upon the completion of the ‘core’ publications, as it summarizes the ITIL concepts and outlines the benefits of adopting it. The key feature will (74 words in article)
ITIL Refresh Project Tranche C Complementary products
No dates as yet have been published for this tranche, although proposed titles include:   · Pocket guides · Case studies · ITIL practice working templates, for example Business Cases · Governance methods · Certification based study aids (41 words in article)
ITIL Refresh Project Tranche B Core Publications
Autumn through to the Winter 2006 sees the delivery of the five ITIL Refresh ‘core’ volumes or publications. The details of the ‘core’ publications are as follows   · Service Strategies (SS) â€" focussed on the alignment of the business and IT, primarily the publication brings the (784 words in article)
ITIL Refresh Project Tranche A Supporting Guidance
Spring through to the Autumn 2006 sees the delivery of the ITIL Refresh products that support the ‘core’ volumes. The products will be web-based and freely available although it has been suggested that they may require a licence! The products are:   · Integrated ITIL process maps (308 words in article)
ITIL Refresh Project Core Publications Structure
Each of the 'core' publications will have a consistent structure with the base structure as follows: Introduction Overview Context Purpose Usage Principles of best practice Process fundamentals Methods, practices and tools (212 words in article)
ITIL Refresh Project ITIL Version 3
A six month project was launched by the 'owners of ITIL', Office of Government Commerce (OGC) based in the UK, on the 8th November 2004, to define the scope of and development plans for a refreshed version of ITIL best practice guidance. The OGC from January through to March 2005 (664 words in article)
ITIL Managing across the Lifecycle Under Formal Review
On the 25th January 2011 ITILnews reported that the review of the ITIL core publications was currently in a second quality assurance phase, with the updated publications planned to be released in the second quarter of 2011.   Hot on the heels of the core publications, (232 words in article)
ITIL Version 3 Foundation Certificate in IT Service Management
Target Audience   The target group of the ITIL Version 3 Foundation certificate in IT Service Management is drawn from: Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service (323 words in article)
ITIL Version 3 Expert Certificate Managing Across the Lifecycle Certificate
Target Audience   The target group of the ITIL Version 3 Intermediate Qualification: Managing Across the Lifecycle Certificate is: Individuals who require a business and management level understanding of the ITIL Version 3 core Lifecycle and how it may be implemented to enhance (389 words in article)
ITIL Version 3 Capability Stream Planning Protection and Optimization Certificate
Target Audience   The target group of the ITIL Version 3 Certificate in Planning, Protection and Optimization is: Individuals who have attained the ITIL Version 3 Foundation certificate in Service Management, or the ITIL Version 3 Foundation Bridge certificate and who wish to (491 words in article)
ITIL Version 3 Capability Stream Release Control and Validation Certificate
Target Audience   The target group of the ITIL Version 3 Intermediate Qualification: Release, Control and Validation is: Individuals who have attained the ITIL Version 3 Foundation certificate in Service Management, or the ITIL Version 2 Foundation plus the ITIL Version 3 (539 words in article)
ITIL Version 3 Capability Stream Service Offerings and Agreements Certificate
Target Audience   The target group of the ITIL Certificate in Service Offerings and Agreements is: Individuals who have attained the V3 ITIL Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher (559 words in article)
ITIL Version 3 Capability Stream Operational Support and Analysis Certificate
Target Audience   The target group of the ITIL Version 3 Intermediate Qualification: Operational Support and Analysis Certificate is: Individuals who have attained the ITIL Version 3 Foundation certificate in Service Management, or the ITIL Version 2 Foundation plus the ITIL (646 words in article)
ITIL Version 3 Lifecycle stream Continual Service Improvement Certificate
Target Audience   The main target group for the ITIL Intermediate Qualification: Continual Service Improvement Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers. (296 words in article)
ITIL Version 3 Lifecycle stream Service Operation Certificate
Target Audience   The main target group for the ITIL Version 3 Intermediate Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in (279 words in article)
ITIL Version 3 Lifecycle stream Service Transition Certificate
Target Audience   The main target group for the ITIL Version 3 Intermediate Qualification: Service Transition Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and (287 words in article)
ITIL Version 3 Lifecycle stream Service Design Certificate
Target Audience   The main target group for the ITIL Version 3 Intermediate Qualification: Service Design Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved (297 words in article)
ITIL Version 3 Lifecycle stream Service Strategy Certificate
Target Audience   The main target group for the ITIL Version 3 Intermediate Qualification: Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in (303 words in article)
ITIL Pin Badge Update
The ITIL pin or ITIL lapel badge has been the only overt indication that an individual has sat and passed an ITIL Qualification. In those distant days of ITIL v2 Qualifications and Badges, the norm was for the IT Service Management Forum (itSMF) to post a congratulatory letter (209 words in article)
Updated ITIL v3 Qualification diagrams March 2011
The recent announcements regarding the withdrawal of various ITIL v2 examinations has led the team at ITILnews to simplify and update the ITIL v3 Qualification diagram issued by APMG. We have split the ITIL Qualification Scheme diagram into two parts, which hopefully provides some clarity. In addition we have not (472 words in article)
ITIL v3 Complementary Certification Specialist Qualifications BCS
The British Computer Society (BCS) have produced a series of courses that bridge the gap between ITIL version 2 and ITIL version 3 with regards the former 'Practitioner' courses and qualifications. The courses, grouped under the title of BCS Specialist Qualifications are listed as follows: (292 words in article)
Latest accredited ITIL Examination Institute
January 2011: Cert-IT GmbH, based in Germany, becomes the latest organization to become an ITIL Examination Institute under the ITIL Qualification Scheme, accredited by APM Group on behalf of the Office of Government Commerce (OGC) the owners of ITIL.     (45 words in article)
ITIL Examination Institutes
Updated January 2011.   Examination Institutes (EIs) offer professional ITIL qualifications. Accredited by the APM Group through the ITIL Qualifications Board, EIs operate ITIL examination schemes via a network of Accredited Training Organizations (ATOs) and Accredited Trainers with Accredited materials.   The (245 words in article)
ITIL v3 Complementary Certification Service Catalogue APMG
The Service Catalogue qualification is provided by APMG-International. The qualification covers how a Service Catalogue could benefit the business, and specifically looks at ways to control demand, publish and track service pricing and cost and automate service request management and fulfilment. It is aimed at individuals who are (138 words in article)
ITIL v3 Complementary Certification ISOIEC 20000 Exin and TUV
EXIN and TÃœV SÃœD Akademie are jointly developing a qualification program for IT professionals, which are based on job roles and competencies.   Click here for further information regarding the Exin ISO/IEC 20000 qualifications.   Holders of the Exin ISO/IEC 20000 qualification(s) are awarded 1 (118 words in article)
ITIL v3 Complementary Certification ICT Infrastructure Management ICTIM
The ICT Infrastructure Management qualification provided the next step on from the ITIL v2 Foundation examination, although it was not mandatory for candidates to hold the Foundation certificate. The course syllabus based upon the OGC book, Best Practice for ICT Infrastructure Management. The course delivery was assignment based, (266 words in article)
ITIL v3 Complementary Certification Certified Process Design Engineer CPDE
In April 2010 the Loyalist Certification Services (LCS) based in Ontario in Canada launched a new qualification, the Certified Process Design Engineer (CPDE), which has been endorsed as complementary to the ITIL v3 Qualification Scheme.   The course is designed to compliment various process frameworks, standards (288 words in article)
ITIL v3 Complementary Qualifications endorsed by ITIL v3 Qualification Scheme
January 2011: A new ITIL Complementary Qualification endorsed by the ITIL v3 Qualification Scheme has been added to the other five Complementary qualifications.   The new qualification is entitled: Configuration Management Database (1.5 credits) The other five Complementary qualifications are: (198 words in article)
ITIL v2 Certification credits for ITIL v3 Qualification Scheme
ITIL v2 Practitioner modules   The following ITIL v2 Practitioner module qualifications can be used with regards the ITIL v3 Qualification Scheme. It should be noted that a maximum of 12 v2 credits can be used towards the ITIL Expert Level via the Practitioner Bridge Route. (269 words in article)
ITIL v3 Master Qualification Availability to be determined
The Office of Government Commerce (OGC) announced in late 2009, that the ITIL v3 Masters Qualification was in 'pilot' phase and would be available in early 2010.   Promises of release dates in early 2010 have failed to materialize.   UPDATE SEPTEMBER 2010: (456 words in article)
ITIL v3 Foundation Examination Preparation Free Download
To assist individuals who are preparing to sit the ITIL v3 Foundation Examination an authorized practice examination paper is available in English for free download subject to agreeing the specified terms and conditions.   To access the download please click ITIL v3 Foundation Examination practice paper. (52 words in article)
ITIL v3 Qualification Scheme brochure free ITIL PDF download
The ITIL v3 Qualification scheme is somewhat complex. Individuals and organizations alike will benefit from the clear and concise information contained within the Qualifications brochure.   Although produced in 2008 it still remains relatively current and up to date.   Pages ten and eleven (136 words in article)
ITIL Version 3 Exam Languages
The ITIL v3 certification scheme operates at four levels: ITIL v3 Foundation in IT Service Management ITIL v3 Intermediate Level - Service Lifecycle and Service Capability Streams ITIL v3 Expert Certificate ITIL v3 Master Qualification The following information has (669 words in article)
ITIL Exam Results Timescales and Certificates
The following information may vary between Examination Institutes and Accreditted Training Providers. For specific details please contact your Accrediited Training Provider or Examination Institutes.   The Accreditted Training Provider that organized your examination will provide you with a result paper and, if you passed, an official (264 words in article)
ITIL V3 Intermediate Courses Service Capability
Some of the training providers are now offering various Service Capability courses, these are similar to the ITIL V2 Practitioner courses.   The new ITILV3 courses have been grouped accordingly: Planning, Protection and Optimisation Service Offerings and Agreement Release, (309 words in article)
ITIL V3 and V2 Foundation Courses
As the first anniversary of the launch of ITIL Version 3 is at the end of May 2008, we offer an opinion regarding the ITIL Version 2 and Version 3 courses.   As the ITIL certification scheme continues to be refined the ITIL Version 3 Foundation course is drawn (438 words in article)
ITIL V3 Certification Scheme Names Agreed
ITIL Intermediate Certificates, ITIL Expert Certificate, ITIL Advanced Certificates   The APM Group (APMG) based in the United Kingdom, has finally agreed the names by which the ITIL V3 Certificates will be known by. The diagram below provides an update to the original diagram that has (63 words in article)
ITIL V3 Japanese Exams
The Examination Institute for Information Science (EXIN) has signed an agreement with APM Group (APMG), the international body that accredits organizations whom provide education and certification in ITIL, to translate examinations and sample examinations for ITIL Version 3 into the Japanese language.   Initially focusing on the ITIL (81 words in article)
ITIL V3 Managers Bridge course update
All course trainers considering delivering the ITIL V3 Managers Bridge course were required to attend the Managers Bridge course, sit the 20 questions multiple-choice exam and achieve a minimum pass mark of 16 questions to enable them to qualify to deliver the course themselves. Not all passed and (191 words in article)
ITIL V3 Course Structure and Qualifications
The table below (click here) provides details surrounding the ITIL V3 courses, although these may change as the ITIL V3 Qualifications Board is still required to approve them. Further details regarding the ITIL V3 Qualification Scheme Structure and ITIL V3 Bridging Qualifications can be found by clicking here. (711 words in article)
ITIL V3 Course Quick Reference Guide
The following diagrams provide an understanding of the structure of the various ITIL V3 qualifications and the associated 'credit' scheme recognising the value of ITIL V1 and ITIL V2 qualifications.   Details regarding the ITIL V3 courses can be found by clicking here.   ITIL Qualifications (115 words in article)
ITIL Version 3 Qualifications
A three level structure for qualifications has been proposed as follows: Basic Level - equating to ITIL Version 2 Foundation qualification; Management and Capability Level -  replacing the ITIL V2 Practitioner and Manager qualifications Advanced Level  The levels are built (185 words in article)
How much does ISO 20000 implementation cost
Starting any project can’t go without many questions asked. ISO 20000 is not an exception. One of the mandatory questions, and among the first ones to ask, is – “How much does it cost?” Management is the first one who would like to know the answer, so you have to be (1160 words in article)
Latest iET ITSM software receives certification for twelve ITIL processes
iET Solutions, a global provider of software solutions for service management and software asset management, has achieved internationally recognized ITIL® 2011 certification for its iET ITSM service management software. The certification covers twelve processes managed by iET ITSM version 6.   iET ITSM is a flexible, scalable, easily configurable (788 words in article)
Austrian Broadcasting company uses ITSM software to monitor transmitters at nearly 450 sites nationw
ORS, (Austrian Broadcasting Services) has chosen IT service management software developed by iET Solutions to centralize all the information needed to monitor and manage its national network of transmitter stations at around 450 locations. The iET ITSM software was chosen for its flexibility. Today ORS manages around 80,000 data records (1314 words in article)
New RSS web feeds and ataglance reporting features added ITSM software from Macro 4
RSS web feeds make it easy for IT staff and employees to subscribe to relevant service information updates   New functionality being introduced toMacro 4's iET ITSM software includes the innovative use of RSS web feeds for speedy, automated dissemination of information and new dashboard reporting (772 words in article)
COBIT 5 A Management Guide released by Van Haren
This Management Guide provides readers with two benefits. First, it is a quick-reference guide to IT governance for those who are not acquainted with this field. Second, it is a high-level introduction to ISACA's open standard COBIT 5.0 that will encourage further study. This guide follows the process structure of (236 words in article)
Navvia ConsultingPortal Rebrands their ITSM Products and Services
ATLANTA, October 29, 2012 - Consulting-Portal, a leading IT Service Management (ITSM) software and services firm, is announcing our rebranding to Navvia.   Navvia reflects the evolution of our company and combines Consulting-Portal's proven ITSM services with ITOptimizer, a SaaS BPM (Business Process Management) product, now (366 words in article)
SMART Suite ITIL Help Desk
Civil Service Employees Pension Fund (CSEPF) IT Management needed improvement in following IT Service Management Areas : Need to enhance employee service response time for its IT Help Desk. Improve accountability and visibility of IT Service and Support. Improve Quality of (171 words in article)
ICCM launches methodology for deployment and continuous service improvement
17 April 2012 - ICCM Solutions is set to launch its Deploy & Improve methodology at the 2012 Service Desk & IT Support Show, to maximise the business value realised by customers when replacing legacy service management systems.   The Deploy & Improve methodology has been developed to (418 words in article)
OMNITRACKER IT platform
OMNITRACKER is more than just a premium IT Service Management tool, it is an extremely flexible, high performance IT platform that currently supports 12 different out-of-the-box and integrated applications, including IT Service Management, Project Management, Requirement Management and Contract Management. All applications can be easily modified and even better, clients (982 words in article)
ITIL 2011 The Changes That Really Matter
With the ITIL 2011 editions coming out earlier this year, there has been great hype amongst the new publications. But with just an 'updated' edition and not a new version, there is question to wonder whether there is a need to upgrade at all. (1250 words in article)
TUI InfoTec Achieves Service Management Excellence
17 November 2011, High Wycombe, Buckinghamshire, UK   TUI InfoTec has drastically improved its IT Service Management (ITSM) by focussing on customer needs and implementing cultural change. Michael Cares, Director of Service Delivery at TUI InfoTec, lead the transformation with the help of SERVIEW, an APMG Accredited Training (594 words in article)
ITIL Why are businesses failing to provide consistent customer service
James Gay, CEO, ICCM Solutions   Every business person will have heard the old adage that a happy customer tells one person about good service, and an unhappy customer tells ten people.   Today the importance of customer service remains a high priority for growing (979 words in article)
ILX London Free ITIL Benefits Seminar
From ILX...   Benefits of the ITIL seminar for attendees: Hear from an expert ITIL trainer delivering a detailed overview of ITIL Benefits of ITIL to yourself as an individual, your company and your projects (203 words in article)
HR Technology Conference to Feature Leading Enterprise Service Catalog from PMG
Capabilities that speed up employee and contractor onboarding will be displayed.   Atlanta, Ga. - October 3, 2011 - PMG.net Inc., the technology leader for enterprise service catalog and business process automation software, announced its participation in The HR Technology Conference, the foremost conference for HR (553 words in article)
Announcing ITOptimizer Version 20 A SaaS Solution for the Assessment Design and Governance of IT
TORONTO, August 22, 2011 - Consulting-Portal, a leading IT Service Management (ITSM) firm, is announcing the immediate availability of ITOptimizer Version 2.0.   This Software as a Service (SaaS) solution is designed to help organizations achieve efficiencies by improving their Information Technology and Business processes.  "ITOptimizer 2.0 represents (505 words in article)
ILX launches ITIL 2011 courses to reflect APM update
LONDON - Wednesday 10th August 2011 - ILX Group plc, the global software company delivering innovative Best Practice training solutions, today launched its updated ITIL® 2011 courses to reflect the latest changes to the methodology.  The ITIL® 2011 update is designed to address issues noted by ITIL® practitioners (662 words in article)
ServiceNow Doubles Full Year Revenues
Industry analysts note dominant ServiceNow market share in SaaS for IT   SAN DIEGO - Aug. 9, 2011 - ServiceNow, the creators of SaaS for IT, today announced it has passed $125 million in annual recurring revenue as leading industry analysts recognise the company as the (1234 words in article)
ISOIEC 2000020005 certification ControlCircle in UK
25 July 2011 - ControlCircle, a UK operations centre has attained International Organisation for Standardisation ISO/IEC 20000:20005 certification.   Carmen Carey, CEO ControlCircle commented . "Achieving ISO/IEC 20000 accreditation showcases our focus on service management excellence - a critical differentiator that customers expect from prospective partners (68 words in article)
ConsultingPortals 8th IT Optimization Group Event ITOG
Consulting-Portal is pleased to invite you to the 8th IT Optimization Group Event (ITOG) to be held June 6, 2011. The ITOG is a community of like-minded ITSM professionals passionate about improving the state of Service Management within the industry. On June 6th (189 words in article)
HDI World Conference to Include Leading Enterprise Service Catalog from PMG
Cost cutting capabilities of business process automation software will be displayed   Atlanta, Ga. - March 15, 2011 - PMG.net Inc., the technology leader for enterprise service catalogs and business process automation, today announced its participation in HDI 2011, the 21st annual world conference for (493 words in article)
ITIL Software Provider Acquired
14th March 2011 - PS'Soft Inc. a provider of ITIL verified IT Asset and Service Management software has been acquired by Allen Systems Group (ASG) for an undisclosed amount.   The acquisition further solidifies ASG's product strategy, designed to automate data center operations and strengthen customers' (101 words in article)
PMG Showcases Leading Enterprise Service Catalog
Atlanta, Ga. - February 16, 2011 - PMG.net Inc., the technology leader for enterprise service catalogs and business process automation, today announced its participation in Pink Elephant's 15th Annual IT Management Conference and Exhibition. This educational event will be held in Las Vegas at the Bellagio February 20 (516 words in article)
Dell uses ITIL to win six year outsourcing contract
Utilizing IT Infrastructure (ITIL) and cloud-based asset management capabilities, Dell is deploying managed infrastructure services to support the six year IT outsourcing contract with TUI Travel.  TUI Travel operates across one hundred and eighty countries, although initially Dell will offer services to UK, Germany, France, Spain, the Netherlands (110 words in article)
European enterprises assured of security governance with Interoute
Interoute attains SAS70 Type I standard for its Amsterdam, Berlin and Geneva Data Centres   London, UK - 15 December 2010, Interoute, owner operator of Europe's most advanced next-generation network, today announced compliance to SAS-70 Type I (Statement of Auditing Standards No. 70) for its Amsterdam, Berlin and (553 words in article)
ConsultingPortal introduces SAAS Solution for Information Technology IT Process Governance
TORONTO, December 10, 2010 - Consulting-Portal, a leading IT Service Management (ITSM) process design and implementation company, is announcing the immediate availability of eGovernance. This Software as a Service (SAAS) solution is designed to help organizations achieve maximum ROI from their ITSM process investment.   "Organizations (420 words in article)
PMG Releases Version 6 of its Service Catalog Suite for Business Process Automation
New features reduce costs for global deployments and sophisticated service environments   Atlanta, Ga. - December 1, 2010 - PMG.net Inc., the technology leader for enterprise service catalogs and business process automation, today announced availability of PMG Service Catalog Suite (PMG SCS) software version 6.   (510 words in article)
Social Media Press Release MPSGartner Magic Quadrant
Océ Managed Print Services included in Gartner Magic Quadrant 12 November 2010   Following the successful Europe-wide launch, Océ Managed Print Services offering has now been included in the 2010 edition of the Gartner magic Quadrant. This edition evaluates: Vendors based on their completeness (1138 words in article)
Forrester Total Economic Impact Report Highlights Value of Codeless IT Service Management
EasyVista Solution Delivers More Than 270 Percent Return On Investment With Payback In Less Than 12 Months For Enterprises Looking To Replace Their Legacy Solutions   New York, NY, November 08, 2010: EasyVista Inc., a global leader in IT Service Management, today announced a report from (660 words in article)
365 iT plc moves into IT Service Management with latest acquisition
Basingstoke 1st November 2010: 365 iT plc announces the acquisition of Fox IT Ltd, the global independent service management & governance specialist which is a premier provider of consultancy and education solutions in the field of IT Service Management (ITSM). Terms were not disclosed.   With over 120 (588 words in article)
Incorporating ITIL into Ricoh Service offering
AsiaPac - Managed Print Services are at the heart of Ricoh's Managed Document Services. Ricoh is focusing on its customers' end-users and incorporating change management by providing support and engaging employees in the process. The end-result is long-term improvements in document processing and business efficiency. (118 words in article)
ISO 20000 Gap Analysis
Frankfurt, Germany, October 2010 (German version)   With its new product, ISO 20000 Gap Analysis, procise gmbh (www.procise.com ) is now meeting the wishes and specifications of its customers.   In the course of the continually increasing significance of stabile and efficient IT (500 words in article)
ISO 20000 Gap Analyse
Frankfurt, October 2010 (English version)   Die Frankfurter procise gmbh bietet Unternehmen mit eigenem IT Service Management jetzt eine Gap-Analyse nach IS0 20000 an. Damit baut der Managementberatungs- und Technologiedienstleister sein Portfolio, das in den Bereichen Strategieberatung, Prozess-Design und Geschäftsprozessoptimierung für internationale Kunden liegt, weiter aus. (418 words in article)
Two leading ITIL suppliers join forces to provide quality customer services
Hornbill partners with Pink Elephant UK to provide one stop solution for best-of-breed ITIL service management software, accredited training and consultancy services   A customer-focused partnership was announced today, whereby Hornbill, the leading enterprise service management solution provider has teamed up with Pink Elephant, the world's (793 words in article)
Third Sky and PMG Service Catalog Quick Start Program
New Offering Includes Modeling Workshop, Mentoring and Usage of PMG Service Catalog Suite Atlanta, Ga. - August 24, 2010 - Leading full service IT Service Management (ITSM) solutions provider Third Sky, Inc., and PMG.net Inc., the technology leader for enterprise service catalogs, today announced availability (691 words in article)
Bitesize ITIL is NAAFI flavour of the month as IT service management software from Hornbill improve
NAAFI's newly centralised service desk reaps efficiencies and improves customer service with new Fast Track ITIL processes and customer SelfService   The Navy, Army and Air Force Institutes (NAAFI) has selected Hornbill's Supportworks ITSM Foundations service desk software for its new centralised service desk, supporting thousands of staff (797 words in article)
ITIL Service Provider wins 43 million contract
July 2010: STG, Inc. in the USA has been awarded the Drug Enforcement Administration's (DEA) IT Support Services contract for five years covering Worldwide Field Offices and Head Quarters. STG is able to offer the DEA best-in-breed ITIL / IT service management (ITSM)-   STG is (85 words in article)
Free 2 hour service management for UK SMEs seminar Raising the service bar
IT Service Management is a multi-million pound global industry.  Delivering quality service solutions is now not just about the technology.  How you deal with service breaks, how you manage change, dealing with performance issues, implementing and delivering the benefits of new technology and managing customer satisfaction at the right cost is crucial (525 words in article)
PRS for Music tunes into shared service desk to support ITIL adoption with Hornbills Supportworks
Music Royalty fee collection organisation streamlines IT support operations with consolidated support desk, reaping efficiencies with improved processes.   PRS for Music, the not-for-profit membership organisation that collects royalty fees from music users on behalf of writers and publishers, is extending its use of Hornbill's Supportworks ITSM Enterprise (997 words in article)
UCS Solutions achieves ISOIEC 20000 Certification
UCS Solutions, the largest IT outsourcing company specialising in the South African retail market, is proud to announce their ISO/IEC 20000 certification. This makes UCS Solutions 1 of 500 companies worldwide to be ISO/IEC 20000 certified and only the 2nd company in South Africa to achieve this major (562 words in article)
The Current State of ITIL Adoption and Implementation
The Information Technology Infrastructure Library (ITIL) is a best practice framework that is publicly available for use by the IT industry. While ITIL has been in existence for over twenty years, the global adoption of ITIL has increased significantly under ITIL V2 in the last five years, and (781 words in article)
UK Woodland Trust needs an ITIL Mentor Can you help
The Woodland Trust based in the United Kingdom requires a volunteer ITIL Specialist to assist them with developing and implementing ITIL.   Please read through the job specification below and if you meet the requirements please click on the link and complete the Woodland Trust volunteer form. You (334 words in article)
wwwITILnewscom Simple free practical ITIL knowledge and news
Like a scene from Indiana Jones the walls are closing in and you are desperately trying to find a solution or a way out. The global economy seems to be closing down, providing similar pressures, pushing, driving and dragging individuals, organizations and multi-nationals to deliver more for less. (441 words in article)
PROLIN ITSM as a Service Launches Smart Client 7 for HP Service Desk
PROLIN Provides Frictionless Path to the Future of ITSM   Woodside, California - April 27, 2010 - PROLIN, a pioneer in Service Desk software for IT Service Management (ITSM) and innovator in SaaS-based ITSM product development, today announced the company's re-formation and the commercial release of (487 words in article)
ICCM is Named Cool Vendor by Leading Industry Analysts
Vendors selected as a 'Cool Vendor' for 2010 report are innovative, impactful and intriguing   London, Baltimore, Cincinnati, April 13th, 2010 - ICCM Solutions, a globally recognized IT Service Management software company has been named in the 2010 Gartner 'Cool Vendor in BPM' report (1). Gartner, (820 words in article)
Passing your ITIL Foundation Exam Translators needed
A publication called Passing your ITIL Foundation Exam 2009 edition is going to be translated into the following languages: Chinese Dutch French German Japanese The Stationary Office (TSO) in the (213 words in article)
PMG Expands Role of Service Catalog to Automate the IT Aspect of Employee Lifecycle Management
Streamlining Employee Onboarding, Offboarding, and Contractor Management Fuels Continued Growth of Service Catalog Provider   Atlanta, Ga. - March 25, 2010 - PMG.net Inc., the technology leader for service request and fulfillment automation solutions, today announced several successful deployments of its flagship Service Catalog Suite to automate IT (594 words in article)
ITSM Academy Becomes Only Career School Licensed to Grant Occupational ITSM Diplomas
FORT LAUDERDALE, FL - December 1, 2009 - ITSM Academy announced today they are now Licensed by the Florida Department of Education, Commission on Independent Education, as a Career School with the ability to grant occupational IT Service Management (ITSM) diplomas. ITSM Academy's program is the first of (643 words in article)
SIXTY FOUR PERCENT OF ORGANISATIONS IMPLEMENTING A SERVICE CATALOGUE IN THE NEXT 6 MONTHS
IT departments are realising the importance of a Service Catalogue, but the business still needs to be convinced   United Kingdom, 20 January, 2010 - Axios Systems, the world's leading provider of IT Service Management (ITSM) solutions, including the assyst software, today reveals the results of (733 words in article)
Tesco Selects ICCM to Enhance Global IT Service Management Infrastructure
London, November 9th, 2009 - ICCM Solutions today announced that Tesco PLC, the largest British retailer and the world's third largest retailer, has chosen ICCM's e-Service Desk to help align their Global IT infrastructure and improve IT Customer Services.   ICCM's globally recognised IT Service Management (432 words in article)
PMG Delivers Record Revenues Despite Economy
Quest to Reduce Costs and Improve Operational Efficiency Fuels Growth of Service Catalog Provider   Atlanta, Ga. - August 26, 2009 - PMG.net Inc., the technology leader for service request and fulfilment automation solutions, today announced record financial results for the first six months of 2009 in spite (617 words in article)
ITIL Press Release Service
You can now submit your ITIL press releases (or ITIL related press releases) to ITILnews.com for publication and distribution via the ITILnews.com web site.   Your press release will remain on the site for as long as you would like, only moving down the list as additional releases (241 words in article)
AXIOS SYSTEMS SETS AGENDA WITH SERVICE VALUE MANAGEMENT VISION
Outlines delivering Service Value Management strategy to drive adoption and value into IT Service Management initiatives   30 June, 2009 - Axios Systems, the world's leading provider of IT Service Management (ITSM) solutions, today announced its strategy for 2009 and beyond, outlining plans to significantly expand (950 words in article)
Van Haren Publishing launches new Best Practice Online service
Van Haren Publishing launched today its new Online service: Best Practice Online. The first offering is the full official ITIL content available as an Online subscription. The prices are Euros 9,95 per annum for each book of the series -- or Euros 49 per annum for the full (276 words in article)
LiveTime ships new ITIL Service Desk hardware appliance with ZFS MySQL Enterprise and PostgreSQL
New IT Service Desk appliance available with Dual Quad Core processors from AMD, Intel, and LiveTime Service Manager 5.5. Includes 128-bit ZFS file system support, plus embedded MySQL Enterprise and PostgreSQL. [LiveTime Service Management Appliance] Newport Beach, CA - February 17, 2009 - (436 words in article)
ICCM wins Service Desk contract with Cadarn Housing Group
London, UK, February 3nd, 2009   Leading Welsh Housing Association has selected ICCM's Service Management software to support its use of ITIL® best practice processes. After conducting a full market assessment, Cadarn opted for ICCM's e-Service Desk for its cost benefits, full ITIL® alignment, flexibility and (535 words in article)
ICCM Solutions help Nottinghamshire Fire amp Rescue Service to become ITILreg aligned
London, UK, January 2009   Nottinghamshire Fire & Rescue Service (NFRS) embarks on ICCM's ITIL® consultancy services and training to ensure their IT systems are effectively supporting NFRS staff with their vision of keeping the Nottinghamshire public safe. ICCM provides industry recognised Service Management consultancy, training (642 words in article)
LiveTime releases Spanish Edition of its Web 20 Service Desk
LiveTime's ITIL Service Desk simultaneously delivers English or Spanish based upon the clients operating system.   Newport Beach, CA - September 2, 2008 - LiveTime Software, a leading provider of ITIL certified Service Management and Help Desk Software, today released a new version of its best (383 words in article)
Online Mentored Learning Training will Save Enterprises Thousands in ITIL V3 Training Costs
Canada (Press Release) May 27, 2008 -- 4/27/08 (Lexington, North Carolina) A trusted source for accredited IT Service Management (ITSM) training and certification programs, itSM Solutions today, announced a partnership with Career Academy to launch an online series of ITIL Version 3 Mentored Learning Training (776 words in article)
ITIL FAQ Overview
ITILnews.com welcomes the opportunity to answer any questions you may have, the popular questions will be (are) published here.[[more]] If you have a question or seek advice please click here to contact us.   (35 words in article)
What are the benefits of ITIL
The following is not a definitive list, but hopefully conveys some of the fundamental benefits, if we have missed any benefits that you believe should be included then please let us know. A documented approach Global recognition Accredited educational companies (237 words in article)
ITIL where do you start
No organization is the same as a consequence ITIL disciplines and function cannot be implemented in the sequence as they appear in the ITIL Service Support and ITIL Service Delivery books. To determine a sequence, which is applicable to your organization the following options are suggested: Speak (215 words in article)
What do you think is key to implementing ITIL successfully
Whether one is considering implementing one of the ITIL Service Management processes or undertaking a full ITIL implementation it is imperative to obtain Management commitment and buy-in as far up the organization as possible. Fundamentally, it demonstrates and provides commitment to the initiative, which if the commitment is (122 words in article)
Why adopt ITIL
The adoption of ITIL provides the opportunity for an organization to become more cost efficient and effective through the improvement of existing and the introduction of new process and disciplines. Most organizations are probably undertaking elements of the Information Technology Infrastructure Library (ITIL), but more often than not (345 words in article)
Asklepios iET ITSM deployed to ensure reliable
  Click here to view PDF (750Kb opens in a new window).     (17 words in article)
Using ITIL and Prince2 together A Case Study
The following case study outlines the utilisation of both ITIL and Prince2 in the delivery of a replacement Service Desk function.   In addition the study mentions the merits of using the Service 'V' model.   As one might expect (but in a lot (92 words in article)
ITIL adopted at Disney Case Study
Perhaps the most renowned customer service and experience in the world, appealing to folk of any ages, Disney has adopted ITIL to add further value to the services it offers.   As you will read from the attached ITIL Case Study, Disney is not a small (143 words in article)
The Credit Crunch how can ITIL Help
As many of you are aware, the ITIL methodology provides a framework for organizations to implement Best Practice thus leading to efficiencies primarily within the IT and Business functions.   Companies are going into administration on a daily basis across all industry sectors and as the (472 words in article)
ITIL Outsourcing Experience
At the time of the case study below I was a permanent employee of the Financial Services Company, hence the references to we (meaning IS Operations).   Financial Services Company - Potential Outsource of IT Operations   A) Scene   It was the early (1323 words in article)
The London Ambulance Service and implementing ITIL
Background   The points that will be covering include a background on the LAS which covers the LAS work and how the IM&T Directorate previously operated. IM&T stands for Information Management & Technology and is often used in the NHS, as it includes a combination of (3900 words in article)
ITIL Implementation Some Guidance
More often than not an ITIL implementation can comprise of more than one discipline being implemented in parallel. On occasions they may be run as separate projects, ideally they should be run together under a ‘Program’. An example of such an implementation would be the introduction of ITIL (409 words in article)
An ITIL Managers real life experience
Author: Colin Mayers   The information contained in this section is based around what I have found, the observations and conclusions are based primarily around the operational requirements in order to get things done, to achieve a good working solution.  To that end I have produced both thoughts (2283 words in article)
ITIL Case Study Cincinnati Childrens Hospital Medical Center
A Tailored IT Service Management Solution Enhances Quality of Patient Care   Cincinnati Children's Hospital Medical Center is a 423-bed institution devoted to bringing the world the joy of healthier kids. Cincinnati Children's is dedicated to transforming the way health care is delivered by providing care (125 words in article)
ITIL Foundation will Boost your salary and job opportunities
Often referred to as 'must-have' or 'essential' in job adverts, the ITIL Foundation certificate can contribute to earning salaries of up to £60,000 and is currently a prerequisite of nearly 1,000 jobs in the UK alone. Pass the ITIL Foundation examination in just two days... (click here) With (386 words in article)
ITIL Foundation Examination Statistics
From January to November 2011 a global total of 224,614 people undertook the ITIL Foundation Examination.   The average percentage who passed was 88%, which equates to roughly 197,660 successful candidates passed the ITIL Foundation Examination.   If you are considering taking the ITIL Foundation Examination (63 words in article)
ITIL Job Market Trends
Here at ITILnews we found the following information fascinating. The graphs have been produced by an organization that looks at thousands of job sites and millions of jobs.   As you will see in the majority of cases the recognition of an ITIL qualification is increasing.   (214 words in article)
ITIL Managing Across the Life Cycle MALC syllabus review
The formal review involves extensive consultation with a broad selection of stakeholders, including Accredited Training Organizations (ATOs), trainers, Examination Institutes (EIs), students and their sponsors, users, the ITIL examination panel and itSMF International (itSMF I).   In addition a survey conducted in English, German and Japanese (141 words in article)
ITIL New Zealand and Japan
Following the recent disasters in New Zealand and Japan, the APM Group, The ITIL Accreditor, has announced the following extensions for candidates in each country:   Managers Bridge qualification- to remain publicly available until 31st December 2011   Service Manager re-sit period - is extended (56 words in article)
ITIL Job Analysis United Kingdom
The current global economic climate remains tense with many organizations and individuals reluctant to invest or spend. The knock-on effect is that the job markets are somewhat subdued.   It has been brought to our attention that in the United Kingdom some analysis has been undertaken (212 words in article)
Free posting and search of your ITIL and IT jobs
ITILnews.com has recently launched it's jobs board for you to post your ITIL and IT jobs, FOR FREE.   Simply visit the link below, add the job details and submit your job.  We will review the information, and if eveything looks OK, we'll add it to the live (107 words in article)
ITIL v3 Horses but NO Courses ITIL v3 Complementary Qualifications
The ITIL v3 Qualification Scheme provides the flexibility to recognize 'complementary qualifications' and the British Computer Society (BCS) has released three courses that fall into this category. The courses are entitled Specialist Qualifications and have been award 1.5 credits towards the IT Expert certificate.   The (435 words in article)
ITIL v3 Qualification Scheme Candidate Numbers and Pass Rates
The following information has been provided by APM Group, who administers the overall ITIL Qualification Scheme, and provides details of all the examinations undertaken, ITIL v2 and ITIL v3. The information is distributed to the Examination Institutes (EIs) for information purposes. Details regarding the percentage of candidates who (2546 words in article)
Average Pass Rates for ITIL v3 Examinations
The average pass rates for the ITIL v3 Examinations have been identified following the analysis of information originally supplied by APM Group who are responsible for the overall administration of the ITIL v3 Qualification Scheme. The information covers the period from January to May 2010.   The examinations that (327 words in article)
ITIL Version 2 Retirement
Over the next eighteen months ITIL Version 2 (ITIL V2) will transition into retirement, making room for ITIL Version 3 (ITIL V3) to take centre stage. Following an international survey last year the owners of ITIL, the Office of Government Commerce (OGC) in the UK, agreed that: (333 words in article)
Do ITIL Qualifications aid employment
Given the uncertain economic times across the world and unemployment on the rise in most economies, especially the USA and the UK, does having an ITIL qualification set individuals apart and enhance their prospects of employment?   In our opinion the answer is most definitely 'Yes'.  (244 words in article)
Experience of becoming the MSc in Service Management
By Manisha Champaneri BSc MSc ISO/IEC 20000 & ITSM Consultant Marval Group - UK   Within 4 months of graduating with BSc Honours in Business Information Systems, I entered the IT Service Management Industry where I got an opportunity to work closely with the well known (1298 words in article)
ITIL v3 Managers Bridging Experience
"I have recently sat my ITIL v3 Managers Bridging course and it wasn't as bad an experience as I was expecting".   Having successfully passed the ITIL v2 Managers exam back in 2000 the prospect of sitting another ITIL exam was daunting.   The (776 words in article)
ITIL V3 Examinations We Apologise
It does not happen often in business, but it is refreshing when an organisation holds its hands up and admits a mistake has occurred. APM Group (APMG), as the official Office of Government Commerce (OGC) accreditor for the ITIL V3 qualifications scheme, is the organisation in question. (180 words in article)
ITIL Examination Benefits
The benefits include: The ease by which the examination can be completed. In the past many ITIL v2 candidates complained that they had not written essays since leaving school, as a consequence many complained of sore wrists and cramps during and at the end of the three-hour (83 words in article)
APMG BCS and EXIN reach agreement
Following the much reported dis-harmony from the former administrators of the ITIL accreditation services, the British Computer Society (BCS - ISEB) and Exin, towards the newly appointed ITIL examination body APM Group (APMG) an agreement has finally been reached. Each of the organisations provided press releases at the (65 words in article)
ITIL Qualifications and Badges
Organisations are looking for ways of identifying individuals' competence in a formal and standard manner - this is particularly true for large multi-national organisations but applies to companies of all sizes.   One such way is through professional and recognised qualifications.   The Information Systems Examination (967 words in article)
Pink17 21st Annual International IT Service Management Conference amp Exhibition
February 19-22, 2017 Las Vegas – Bellagio Hotel The world’s #1 IT Service Management conference! Pink17’s theme is Communicate. Connect. Change. The event will focus on how to successfully lead and manage people, processes and technology in today’s ever changing IT and business landscapes. Some (135 words in article)
Enterprise Service Catalog Best Practices Take Center Stage at PMGiumliquestfrac12s 2011 User Conference
Atlanta, Ga. - April 27, 2011 - PMG.net Inc., the technology leader for enterprise service catalogs and business process automation, celebrated a highly successful 2011 user conference at the Capital City Club in downtown Atlanta. The two day event - focused on enterprise service catalog best practices - attracted customers (621 words in article)
itSMF Professional Development Days Taking Care of Business
The itSMF Professional Development Days (Canada) will be going on the road again this year (2010) and we would like to invite you to join us at one of four venues across the country. This year's theme is "Taking Care of Business". This series of one-day events (301 words in article)
ITpreneurs ITIL Expert Program Achieve ITIL Expert Effectively and Efficiently
New York, NY - The ITIL Expert Level is one of the most desired qualifications for IT professionals. Recent research has revealed that the ITIL Expert enhances job performance, leads to better IT Service Management implementations and is a key enabler to achieving career ambitions for IT professionals. (459 words in article)
Hornbill to present workshops supporting the ITIL Journey with luminary Malcolm Fry
Four date Road Show provides practical advice on implementing ITIL v3   Central London, 30 June 2010 Birmingham, 1 July 2010 Manchester, 6 July 2010 West London, 7 July 2010     Hornbill is presenting a series (454 words in article)
SMART SIP Service Introduction Seminar
Service Introduction Seminar - 1 day - only £99 + VAT   A Pink Elephant Seminar in association with SMART-SIP       Date: Tuesday 13th April 2010 Location: The Studio, 7 Cannon Street, Birmingham, B2 5EP Time: 9.30-16.00 hours (491 words in article)
UK Maintaining ISOIEC 20000 December 2008
The 'Maintaining ISO/IEC 20000' seminar due to take place in Portsmouth in the UK on the 14th May 2008 has been re-scheduled to take place on the 4th December 2008 at the same location. The seminar aims to provide advice and guidance on ways an organization can achieve, (64 words in article)
ITIL Events and Webinars Overview
The Events and Webinars section will enable you to access information regarding ITIL and Service Management globally.    Many vendors and organisations run events and webinars to either sell their products or share their knowledge so why re-invent the wheel?.   (45 words in article)
ITIL and BiSL White Paper
Well if you have ever wondered what the differences and similarities are between ITIL and Business Information Services Library or BiSL then this white paper is for you.   ITIL provides guidance to IT service providers with a view to enabling business (163 words in article)
Turning Service Management Green
by Karen Ferris - Macanta Consulting   Green IT is a widely talked about subject at the moment. Organisations are undertaking numerous initiatives to address the challenge of increasing power consumption, growing carbon footprint not to mention increasing costs.   An initiative that most organisations are (4219 words in article)
ITIL Managing Digital Information Assets Free White Paper
The following FREE white paper utilizes ITIL service management best practices to explain the principles of providing services to business customers that are fit for purpose, stable and reliable.   The white paper explains the requirements that IT service providers and key points of contact with (107 words in article)
ITIL V3 and ISOIEC 20000
Authors : Jenny Dugmore and Sharon Taylor   Commissioned by the Office of Government Commerce (OGC) in the UK, the official owners of ITIL (Information Technology Infrastructure Library), the document is described as an 'Alignment White Paper' and contains a table that identifies the differences between (85 words in article)
ITIL V3 and ASL
Authors : Machteld Meijer, Mark Smalley and Sharon Taylor   Commissioned by the Office of Government Commerce (OGC) in the UK, the official owners of ITIL (Information technology Infrastructure Library), the document is described as an 'Alignment White Paper' providing a comparison between ITIL V3 and (91 words in article)
What are the operational challenges Brazilian IT Service Managers face
Have you ever wanted to know how ITIL is running in other organisations? In other countries? In other cultures?  Brazilians have a good reputation worldwide for managing IT services, however we all know that nothing is perfect or always black and white. In this book, Daniel Ramalho has (237 words in article)
ITIL v3 Core Publications Chinese Translation
Hot on the heels of the announcement some time ago that the owners of ITIL, (Information Technology Infrastructure Library) the OGC (Office of Government Commerce) together with the TSO (The Stationary Office) are participating in a joint venture to introduce ITIL and Prince2 into China, they have (232 words in article)
ITIL Lite A Road Map to Full or Partial ITIL Implementation
Author:Malcolm Fry Publisher:TSO (The Stationery Office) 'ITIL Lite: A Road Map to Full or Partial ITIL Implementation' is aimed at encouraging organisations to adopt ITIL V3 by selecting and implementing key ITIL V3 components. For many reasons not every organisation cannot adopt the whole of ITIL (161 words in article)
ITIL V3 Core Publication Spanish Translation
The five ITIL Version 3 Core publications are now available in Spanish; each publication is produced as a PDF (Portable Document Format) and can be purchased individually or as a complete set. The details are as follows:   Estrategia del Servicio PDF  ISBN 9780113312504 (161 words in article)
New ITIL V3 Publication SmallScale Implementation
The 'ITIL V3 Small-Scale Implementation' has been updated to reflect the Service Lifecycle approach of ITIL Version 3. Guidance is provided to smaller organizations that are either considering introducing ITIL or are looking to improve their current Service Management activities. Also included are suggested combined job roles to (75 words in article)
ITIL Publication PDF Building an ITILbased Service Management Department
The PDF describes how to build a department to run and manage ITIL processes, explaining in a structured and logical manner how to build an ITIL based Service Management Department that will both support and supplement both ITIL version 2 and 3 processes.   If you (64 words in article)
New ITIL 3 Publication ITIL V3 Guide to Software Asset Management
Published on the 15th July 2009, the ITIL V3 Guide to Software Asset Management target audience is anyone involved in the governance, management and use of software assets within an organization. contains a practical approach to the management of software assets.   Aligned with (140 words in article)
ITIL Version 3 Translated Glossary of Terms
ITIL V3 Glossary - Translations available for free download   The OGC ITIL V3 Glossary has been translated into the following languages and are available to download for free:   ·         Brazilian Portuguese Translation ·         Chinese Translation ·         (169 words in article)
ITIL V3 Corrections to Foundation Study Aid IBSN 9780113310791
ITIL Version 3 publishers OGC / TSO have corrected some inaccuracies in the recently launched (November 2006) ITIL V3 Study Aid "Passing your ITIL Foundation Exam".  The corrections are as follows: Page 89 6.6 SAMPLE QUESTIONS AND ANSWERS 6.6.1 Questions (159 words in article)
ITIL Version 3 Core Publication renamed
Following the review of the five ITIL 'core publications' the edition 'Service Strategies' has been renamed to 'Service Strategy'. (19 words in article)
ISOIEC 20000 certification scheme SOLD
Having developed the ISO/IEC 20000 standard and certification scheme, based upon its knowledge and experiences of ITIL, the information technology Service Management Forum or better known as the itSMF, decided to sell the certification scheme to APMG International for an undisclosed amount in October 2010.   (192 words in article)
ISOIEC 20000 award Injazat Data Systems
Injazat Data Systems, an information technology and business process managed services provider in the UAE, has been awarded certifications for meeting the stringent requirements of the international ISO/IEC 20000:2005 IT Service Management and ISO 27001:2005 Information Security Management System standards. (43 words in article)
ISOIEC 20000 Words of Warning and Advice
ISO/IEC 20000, the international standard for IT Service Management, should provide some comfort and re-assurance to any organization that is considering outsourcing some or all of its services to a third party supplier. Following a successful independent audit the third party supplier organization can be awarded the ISO (257 words in article)
EXIN ISOIEC 20000 lapel pins
EXIN as part of its IT Service Management according to ISO/IEC 20000 qualification program which consists of a Foundation exam, five Professional exams will be accompanied by a lapel pin / badge for those who successfully pass the examinations. The program is split into two tracks. The first track is (126 words in article)
ISOIEC 20000 Update March 2010
The itSMF ISO/IEC 20000 Consultant course and exam is being withdrawn.   This will be replaced by a new 'ISO/IEC 20000 Practitioner' course and exam which will place more emphasis on achieving the ISO/IEC 20000 Standard and what delegates need to do to attain this. (206 words in article)
ISOIEC 20000 Who are the certified organizations
There are numerous articles and books that cover the various aspects of ISO 20000 but there are few that provide details as where you can find the names of those organizations that are currently certified.   There are in fact in excess of four hundred (156 words in article)
Scoping ISOIEC 20000
For organizations that wish to embark on the ISO/IEC 20000 journey they often have difficulty in deciding the scope of certification, which is not uncommon.   It appears there are no hard and fast rules or guidelines to determine how wide or deep the scope must (314 words in article)
Considering ISO IEC 20000 adoption
The adoption of ISO/IEC 20000 is a considerable investment by any organization in time, resources and ultimately costs.   To assist Senior Management in making an informed decision on whether to commission the ISO/IEC 20000 route a work book is available entitled:   (127 words in article)
ISOIEC 20000 Certification
In excess of two hundred organizations around the globe have followed the route to becoming ISO 20000 certified. This article attempts to trace out the steps that an organization may expect to follow in an attempt to become ISO/IEC 20000 certified.   Baseline Current Capabilities   (961 words in article)
ISOIEC 20000 Shalls and Shoulds
The majority of organizations recognize ITIL as a major contributor to Data Centre Effectiveness, but its success in the 1990s resulted in the establishment of an international standard in the 21st century, ISO/IEC 20000. This article provides advice for any organization considering ISO/IEC 20000 accreditation.   (343 words in article)
ISOIEC 20000 ITIL relationship v2
It was not always ISO/IEC 20000. Considerable time and effort was invested by the IT Service Management Forum (itSMF) based in the United Kingdom. The itSMF provided the funding and support for the development and launch of the British Standards Institute (BSI) BSI 5000 in 2000. BS 15000 (190 words in article)
ISOIEC 20000 Expands
The various representatives of the countries who assist in the development of ISO/IEC 20000 met in Berlin, during May 2008. It is understood that agreement was reached to develop three addition 'parts' to ISO/IEC 20000, bringing the number of parts to five. Furthermore updates will be made to (272 words in article)
ISOIEC 20000 ITIL relationship
The development of ISO/IEC 20000 began in the UK with the IT Service Management Forum (itSMF) funding and supporting the development and launch of the British Standards Institute (BSI) BS15000 in 2000. In 2005 BS15000 was superseded by what we refer today as ISO/IEC 20000. The International standard (197 words in article)
ISOIEC 20000 Foundation Hold your horses
April 2008 - Following the announcement by the British Computer Society's Information Systems Examination Board (ISEB) that the ISO/IEC 20000 Foundation examination is now available as of the 1st April 2008, the IT community finds itself waiting for an 'accredited course provider' to come forward to deliver the (137 words in article)
Exin and ISOIEC 20000
Previously ISO/IEC 20000 examinations were administered by the itSMF in the UK. Both ISEB, part of the British Computer Society (BCS) in the UK and Exin in Holland are now preparing to launch ISO/IEC 20000 examinations. In this article we explore the offerings from EXIN.   (280 words in article)
ISOIEC 20000 Examinations available in the USA
Washington DC, April 2008 - Exin have launched the ISO/IEC 20000 IT Service Management Qualification program beginning with the ISO/IEC 20000 Foundation level. The event was attended by representatives from the IT industry including IT experts and training providers. (41 words in article)
Overview of ISEB Foundation Certificate in ISO IEC 20000 IT Service Management
This qualification covers the knowledge required to gain an understanding of the content and requirements of the international standard, ISO/IEC 20000: IT Service Management.   ISO/IEC 20000 was formally known as BS15000 a British Standard, but it is now recognized across the Globe.   This course (568 words in article)
ISOIEC 20000 Updated to reflect ITIL Version 3
A somewhat lame and unenthusiatic announcement has been issued to say that an ISO working group is beginning the revision programme for the Service Management standard. The announcement eludes to an expectation that 'an effective liaison between the ITIL Refresh developers to ensure a continuing alignment to the (129 words in article)
ISO IEC20000 Introduction
ISO/IEC 20000 represents the international standard for IT Service Management providing the opportunity for:   Procurers - organizations procuring services are provided with a degree of assurance that the service provider has been independently assessed to ensure they and not their services meet the (410 words in article)
ISO IEC 20000 Benefits
Considering the benefits with regards to ISO/IEC 20000 it is very easy to become consumed with those offered by implementing ITIL itself. ISO 20000 offers significant benefits beyond those of ITIL alone. The benefits can be applied to both those organizations offering IT services as well as those purchasing (485 words in article)
Brave New World The Future of ITIL
For something that touted itself as the best thing to happen to IT service management, the silver bullet to all of IT woes, ITIL is no longer seen that way by many of the people who actually work in today’s modern IT environment. The past several years have seen an (232 words in article)
An Introductory Overview of ITIL 2011
As part of the continual improvement and refinement of ITIL in 2011 the ITIL V3 or version 3 books were revised following feedback from those adopting or utilising ITIL, especially around clarity and consistency across the five ITIL core publications. As a consequence minor alterations were made and in some (84 words in article)
ITIL 2011 Glossary of Terms Free Downloads
The publication of the updated ITIL Core Publications on Friday 29th July 2011, entitled ITIL 2011, has resulted in the ITIL Glossary of Terms to be updated and translated accordingly. Six languages have been completed so far, with the remaining languages being updated and will be published in (268 words in article)
The Lost World Of Problem Management
As a colleague and I once agreed: "They just don't get it do they?"  What I thought was a clear distinction and fairly well explained in ITIL and other supporting publications seem to be eluding many organisations and individuals.   May (162 words in article)
Free ITIL Tool ITIL V3 Course Credits Calculator and Planner
To assist with understanding the somewhat overly complicated ITIL Version 3 qualification scheme a free tool has been produced to enable the individual to calculate the number of credits associated with the courses already undertaken and also provide suggestions on future courses to consider. To access the tool click on (61 words in article)
ITIL v3 and ISOIEC 20000 PDF
Authors : Jenny Dugmore and Sharon Taylor, March 2008   Commissioned by the Office of Government Commerce (OGC) in the UK, the official owners of ITIL (Information Technology Infrastructure Library), the document is described as an Alignment White Paperâ„¢ and contains a table that identifies the differences between (90 words in article)
Free ITIL V3 download
The Stationary Office (TSO) in the UK has announced the official ITIL Version 3 Glossary of Terms has been translated into French and is available to download for free subject to agreement to the terms of use by clicking here.   Info moved here.   (48 words in article)
ITIL PDF download ITIL v3 Intro Overview
A comprehensive and professionally produced download produced by the itSMF organization. The free download provides a high-level overview of ITIL V3. It is aimed at a general audience and is valuable to both an individual and organization who have simply heard of ITIL and also those that are (125 words in article)
ITIL Glossary free download
ITIL V3 Glossary - Translations available for free download   The OGC ITIL V3 Glossary has been translated into the following languages and are available to download for free:   ·         Brazilian Portuguese Translation ·         Chinese Translation ·         Danish Translation (165 words in article)
Technorati
This is for technorati blog posts only: BUCYNH8Q33MZ   (10 words in article)
Put ITILnewscom Latest ITIL News onto your web site
With the help of Feedburner, you can now put the latest ITILnews articles on your web site for your visitors to read.   Cut and paste this code into your web page and test and ensure any spaces are removed;   <script type="text/javascript" src="http://feeds.feedburner.com/ITILNew sMostRecent?format=sigpro&nItems=10" (96 words in article)
Link exchange information for ITILNewscom
We are always looking for good quality ITIL oriented web sites to exchange web site links with....   Web site link exchanges benefits each web site, and also the ITIL community as a whole, because the ITIL resources available to them are made more accessible.   If (372 words in article)
ITIL Examination Institutes Links
Examination Institutes (EIs) offer professional ITIL qualifications. Accredited by the APM Group through the ITIL Qualifications Board, EIs operate ITIL examination schemes via a network of Accredited Training Organizations (ATOs) and Accredited Trainers with Accredited materials.   The ITIL Examination Institutes are:   This (64 words in article)
Assess Your Companys IT Complexity
This survey is designed for IT professionals with knowledge of their company's overall IT architecture and/or strategy. It has four sections, each with four to seven multiple-choice questions. For each section you complete, you will receive: Your company's IT complexity score on those topics Recommended best (88 words in article)
SIT13 Service Desk amp IT Support Show Exhibitor Show Highlights 2013
SITS The Service Desk & IT Support Show returns to London's Earls Court on 23-24 April, with over 100 leading suppliers demonstrating 250+ products and services. The UK's biggest showcase for the IT Service Management and IT support industry, the following is just a taste of some of the latest (2389 words in article)
ITIL V3 Certification Scheme Latest diagrams
  This article has been updated and replaced.  Please click here to view updated ITIL v3 Qualification Diagrams March 2011.         Here is the original article;   At last a decision has been made regarding the names of (369 words in article)
Newsletter March 2011 CTA
If you would like to advertise in, or contribute to, the ITILnews.com e-shot going out in March 2011, please contact us as son as possible.   (26 words in article)
ITIL Newsletter February 2011
YOUR IDEAS NEEDED... from webmaster@itilnews.com You have asked us for updates, so now we are asking... "what do you want to see on ITILnews.com?"  Simply send us an e-mail, and let us know.   ITIL EDUCATION WARNING   As the (98 words in article)
ITILNews Newsletter October 2010
Sharing information, experiences and knowledge with organizations and individuals interested in the Information Technology Infrastructure Library (ITIL).   Please use the "subscribe" option at the top left hand side of the web site to add your e-mail address to the recipient list to receive future newsletters. We normally send out (420 words in article)
ITIL Newsletter 09 2010
Sharing information, experiences and knowledge with organizations and individuals interested in the Information Technology Infrastructure Library.   Note this e-newsletter is a trial-run for the newsletter which is being sent our my e-mail in October 2010. Please use the "subscribe" option at the top left hand side of the web (526 words in article)
ITIL v3 Service Management Toolset Assessment criteria Free Download
The ITIL v3 Software Endorsement Scheme assesses vendor software to ensure that it does align to the relevant ITIL v3 processes as claimed. If successful the software is awarded the appropriate scheme logo and the vendor is able to market the software as ITIL v3 Software Endorsement Scheme (198 words in article)
ITIL v3 Foundation Sample Examination Paper
To assist individuals who are preparing to sit the ITIL v3 Foundation Examination an authorized practice examination paper is available in English for free download subject to agreeing the specified terms and conditions.   To access the free ITIL download (PDF) please click the phrase: ITIL (59 words in article)
ITIL v3 Qualification Scheme Explained
The ITIL v3 Qualification scheme is somewhat complex. Individuals and organizations alike will benefit from the clear and concise information contained within the Qualifications brochure as a free download (PDF).   Although produced in 2008 it still remains relatively current and up to date.   (119 words in article)
ITILNews Newsletter June 2010
 Welcome to the ITILnews.com e-letter.  Our principle aim is to share information, experiences and knowledge with organizations and individuals interested in the Information Technology Infrastructure Library, version 2, version 3 and beyond...  Trying to be different from other ITIL websites, we aim to offer information that can benefit (501 words in article)
ITIL V3 and Microsoft Operational Framework 4 MOF 4
At the beginning of the millennium a considerable amount of interest was shown around IT Service Management. Microsoft Corporation was no exception and having explored the world recognized that ITIL owned by the British Government was a good sound foundation. Microsoft developed a proprietary product based upon ITIL (190 words in article)
ITIL Version 2 Exam Languages
The ITIL Version 2 exams are available in the following languages:   FOUNDATION PRACTITIONER MANAGER English US English Danish Dutch German International (110 words in article)
ITIL v3 and ASL
Authors : Machteld Meijer, Mark Smalley and Sharon Taylor January 2008   Commissioned by the Office of Government Commerce (OGC) in the UK, the official owners of ITIL (Information Technology Infrastructure Library), the document is described as an ‘Alignment White Paper’ providing a comparison between (99 words in article)
ITIL Vendor Directory Information for Vendors
If you are a supplier of ITIL or IT Service Management products or services, get a free listing in The ITIL Vendor Directory. (380 words in article)
Add or remove your email address from our mailing list
You can add or remove your e-mail address from our ITIL e-letter mailing list by using one of the links below.   This will initiate your local e-mail client, and will allow you to send an e-mail from your local e-mail client to our subscriptions e-mail account, and the (144 words in article)
Advertising Opportunities on ITILnewscom
We have many advertising opportunities at ITILnews.com, so please contact us and let us know what you would like to achieve.             Advertising opportunities on ITILnews.com include the following packages which are subject to change without notice, depending (1625 words in article)
About ITILnewscom
We have developed ITILnews.com to provide a portal for individuals and organizations seeking knowledge, sharing knowledge, offering services or looking for resources relating to ITIL, ITI Service Management and ISO/IEC 20000.   We aim to provide open and honest opinion on matters within the industry, kindle (405 words in article)
Contact ITILnewscom
We welcome your feedback and suggestions of ways to improve this site for the good of the ITIL community.[[more]]   Please feel free to send us an e-mail via info@itilnews.com or click here to use the contact page.   (42 words in article)
ITILnewscom for ITIL Version 3 ITIL Service Management and related topics
The ITILnews.com site is for the benefit of all the people who are interested in the advancement ITIL, it is where you can gather information and have your say. If there is anything we have missed, let us know and we will put it up for everyone. If (434 words in article)