The Incident Management Process is one of the most important processes of the ITIL Service Operation stage of the ITIL lifecycle. The Incident Management Process is the process that deals with managing service problems that may cause a deficit in service quality and subsequently a drop in customer satisfaction. According to the ITIL training guidelines, […]
Category: ITIL Foundation
What is ITIL and What Does ITIL Foundation Mean?
Let us understand what is ITIL? To answer the question what is ITIL we need to get a holistic picture of ITIL. What is ITIL and why so much buzz around it? How is ITIL going to help the industry? What is ITIL to me as an individual? What is ITIL training? Why does ITIL […]
The 5 Objectives of Event Management Process
The Event Management Process aims to control and manage any events that can occur during service operation. Briefly, an event is a change or update in the state of any configuration item or IT service. The Event Management Process is an important process used in the ITIL Service Operation stage of the ITIL lifecycle. The […]
The 4 Levels of SKMS: How Does The System Work?
Knowledge is hard to manage. We often have lots of data but little information and knowledge. We are not always sure what knowledge is valuable and what is not. Furthermore, tribal knowledge or experience is hard to document. Too often, pockets of data reside in many sources and tools. Controlling the accuracy and currency of […]
How To Measure Baselines With ITIL CSI?
During the first four stages of the ITIL service lifecycle, as defined by online ITIL courses, services, and processes of an IT service provider are planned, designed, tested, implemented and deployed into a production environment for the use of the customers or the business. However, these services might not meet the agreed service levels in […]