Search found 306 matches

by Mark-OLoughlin
Tue Dec 08, 2009 8:03 am
Forum: ITIL Service Delivery
Topic: Reading on Capacity Management
Replies: 1
Views: 4899

Hi,

thee is now a practitioner book available from Van Haren under their ITSM library called Capacity Management. Do a search on the web and you will find it. i have not read it myself - but it is a book dedicated to capacity management.
by Mark-OLoughlin
Wed Dec 02, 2009 6:20 am
Forum: ITIL Service Delivery
Topic: Service Catalog - shopping cart
Replies: 3
Views: 5695

Hi, the shopping cart element is nice and works well. However for smaller organizations, like the ones you describe, where I see the benefit is in using automation and workflow to help with processing the service request. You don't need to have a shopping cart type system to order a phone. You can u...
by Mark-OLoughlin
Wed Oct 14, 2009 8:38 am
Forum: Change Management
Topic: When is a Release Manager a Release Manager?
Replies: 9
Views: 5871

Hi,

"Change their names to Deployment managers" will require more of a mindset shift than changing your name to to Release Management Process Owner -- just another way to go about it.
by Mark-OLoughlin
Fri Aug 28, 2009 8:36 am
Forum: ITIL Discussion
Topic: Service Catalogues
Replies: 11
Views: 6593

Hi, "how people have gotten the business view of service " - talk to the business and understand the business services from their view. This can be tough as they may not even see what they use as services. If you have a grasp of the technology layer you should be able to ask the question - what does...
by Mark-OLoughlin
Thu Aug 27, 2009 8:21 am
Forum: ITIL Discussion
Topic: Service Catalogues
Replies: 11
Views: 6593

by Mark-OLoughlin
Tue Aug 18, 2009 5:56 am
Forum: ITIL Discussion
Topic: Change Requests-RFC
Replies: 9
Views: 6171

by Mark-OLoughlin
Tue Jun 30, 2009 7:34 am
Forum: The ITIL Service Desk
Topic: Incident>Problem Scenario involving known error.
Replies: 9
Views: 10660

by Mark-OLoughlin
Wed Jun 10, 2009 4:22 pm
Forum: ITIL Service Delivery
Topic: Service Capacity Mgmt
Replies: 23
Views: 21657

by Mark-OLoughlin
Tue Jun 09, 2009 11:38 am
Forum: The ITIL Service Desk
Topic: Multiple Issues, Request Management - Dependencies
Replies: 9
Views: 8230

by Mark-OLoughlin
Tue Jun 09, 2009 10:44 am
Forum: The ITIL Service Desk
Topic: Multiple Issues, Request Management - Dependencies
Replies: 9
Views: 8230

by Mark-OLoughlin
Tue Jun 02, 2009 7:24 pm
Forum: ITIL Discussion
Topic: What is the first step towards ITIL?
Replies: 10
Views: 6502

by Mark-OLoughlin
Thu May 28, 2009 4:50 am
Forum: ITIL Certification
Topic: ITIL Expert......next steps
Replies: 3
Views: 3862