Servicestrategie
De as van de servicelevenscyclus is servicestrategie. Servicestrategie is de fase die zich bezig houdt met het ontwerp, de ontwikkeling…
Service Management
ITIL® is samenvattend een methode die zich in de praktijk heeft bewezen (een zogenaamde best practice). Het uitgangspunt van ITIL® is…
De Servicelevenscyclus
ITIL® benadert Service Management vanuit de levenscyclus van een service. In feite komt het neer op een ‘best practice’ organisatiemodel…
ITIL® Service Management
De Information Technology Infrastructure Library (ITIL®) is een gestructureerde aanpak voor het leveren van een gewenste kwaliteit van IT Services.
CMDB and ITIL
An up-to-date and functioning CMDB is one of the most important indicators of ITIL implementation success and the organisation’s overall IT maturity, yet many organisations seem to overlook or underestimate its importance in supporting other ITIL processes.
ITIL 4 Specialist: Drive Stakeholder Value – The Seven Steps of the Customer Journey
The structure that facilitates this collaborative creation of value is the customer journey – the complete end-to-end experience that customers have with service providers and/or their products through specific touchpoint’s and service interactions.
Key capabilities of an effective self-service portal
Key capabilities needed for a effective self-service portal. A well-designed portal provides a one-stop shop for both knowledge and support, reducing—and often eliminating—the time delays inherent in email and phone support.
IT Service Improvement Case
The creation of a unified estate of IT applications and support, underpinned by consistent business processes, would significantly enhance both business and retail operations.
ITSM Self-Service Whitepaper
Let’s get to the heart of the matter: self-service capability is typically implemented as part of an ITSM tools implementation, sometimes as a by-product.
IT Service Management Guide for Remote Workforce Enablement
How can IT keep up with increased user demands and call volumes, while proactively laying the groundwork for success in this new paradigm of remote work?