Tag Archives: ITIL
The Fourth-generation Service Desk: Making it Easy to Leverage ITIL
When it comes to service management, we have a broadly adopted, recognized and effective standard: ITIL. By leveraging ITIL concepts, organizations have been proven to enjoy significant operational improvements. On the other hand, it … Continue reading
ITIL Merit Badges . . . Have you earned yours?
ITIL lilac, ITIL maroon, ITIL bright blue . . . these may sound like colors from a swatch book at your local paint store, but they’re actually pins earned as you progress through the ITIL … Continue reading
IT Service Management: Should you insource or outsource?
I hate to give the “it depends” answer, but the decision to outsource all or part of IT Service Management really does depend on a number of factors. Nimsoft ITSM experts help deliver IT Service Management solutions from … Continue reading
IT Help Desk Versus IT Service Desk . . . Tactics Versus Strategy
While many people refer to the IT Help Desk and IT Service Desk interchangeably, ITIL best practices differentiate the roles played by each. According to ITIL, the IT Help Desk is a tactical function that operates within … Continue reading
Things to Consider when Choosing a Service Desk
Anyone with the job of delivering IT services to a business doesn’t need to hear about the new business normal – they’re living it every day. Being driven to do more with less has been their normal for … Continue reading
Too many processes? How much is enough?
The newest “refresh” of ITIL released in 2011 has 26 processes. The just-released version 5 of COBIT has 36 processes. The recently released version of ISO 20000 has nearly 20 processes.
Those of us who spend every day … Continue reading
Webcast: Keeping Service Desk Simple
Join Pink Elephant Executive Vice President George Spalding and Nimsoft Service Desk expert Ken Jochims to understand how to apply the K.I.S.S. methodology to your service desk implementation and answer these questions.
- What does the business … Continue reading
ITIL Sleuth: The Case of the Missing Data Packets
Applying an ITIL framework to Service Management is less about finding problems and more about treating each problem like a clue. Using IT forensics, each clue by itself is usually not a means to an end, but another … Continue reading
ITIL-based Service Management Improves Business of IT & Mitigates Risk
Now more than ever the ITIL approach to IT service management (ITSM) goes beyond service management good practices and mitigating the risk of network failure. There are both strategic and tactical business benefits that … Continue reading
Why Can’t IT be More Like Salesforce.com
I recently interviewed a salesperson from salesforce.com. He had come to saleforce.com via an acquisition. That previous company sold an application that required significant customization―which actually made a hosted app, rather than a true SaaS solution. He was apparently frustrated … Continue reading
