Availability Management
The continued advances in IT technology design have resulted in significant improvements in the availability and reliability of the IT Infrastructure. Fault-tolerant and error correction design features in hardware and software now reduce the risk of IT component… read more
Configuration Management Database – CMDB
The Configuration Management Database (CMDB) is updated and referred to throughout the Release Management process concurrently with updates to the DSL. It should contain the following information in support of the Release Management process
Seven PRINCE2 Themes
The seven PRINCE2 themes are critical elements a Project Manager must continually consider to ensure a project’s success. These themes include business case, organisation, quality, plans, risk, change, and progress. Each theme is interconnected and provides a framework… read more
Outsourcing Your IT Service Desk
Outsourcing Your Service Desk: Still a Viable Option As business users’ expectations for technical support grow, outsourcing service desks has become a practical solution for cost control and enhanced support. Over the years, there’s been a trend to… read more
Lean Transformation
Lean Transformation Project: Integrating Kotter’s Change Model Within organisational improvement, one of the most prominent frameworks for managing change is the Kotter Model. Developed by John Kotter, this model breaks down change management into an eight-step process, helping… read more
IT Technology Infrastructure Library
What is ITIL? | A Guide to the IT Infrastructure Library The Information Technology Infrastructure Library (ITIL) is the most widely accepted framework for IT service management (ITSM) across the globe. ITIL provides a set of best practices… read more
Application Management
Application Management is accountable for managing applications throughout their lifecycle. The Application Management function is performed by any department, group or team involved in managing and supporting operational applications. Application Management also plays an important role in the… read more
Fault Management
The International Standards Organisation’s (ISO) Open Systems Interconnection (OSI) management framework defines five specific Systems Management Functional Areas (SMFAs) for the management of ICT systems, often referred to as FCAPS from the initial letter of each management area…. read more
ITIL Service Strategy
The purpose of the Service Strategy stage of the Service Lifecycle is to define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organisation’s business outcomes. By adopting… read more
Service Transition
The Service Transition stage of the lifecycle ensures that new, modified or retired services meet the expectations of the business as documented in the Service Strategy and Service Design stages. The objectives of this stage are to plan… read more