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IT Service Management
Considerations for IT Service Continuity
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Written by Philip L Yuson   

How do you go about determining or even starting an IT Service Continuity Plan? One of the difficulties of formulating a plan is to determine which applications are critical to your organization. The first place to begin is in your Service Level Agreements (SLA). Your SLA defines what is critical to your organization.

 
Why Log Incidents
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Written by Philip L Yuson   

Incident logging is critical for IT Service Management for the following reasons:

 
Handling Critical Incidents
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Written by Philip L Yuson   

Incidents come in many faces. A PC used by a customer service representative may not be as critical as say, a central computer crashing. In the first case, the effect is probably only to one person while the second case affects practically the entire company.

 
Incident and Problem: What is the Difference
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Written by Philip L Yuson   

One nice thing about ITIL is it provides definitions for almost everything in IT service management. First things first. We need to define these two terms.

 
What is ITIL
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Written by Philip L Yuson   

The end goal of ITIL is to increase the earnings or reducing the costs of organizations. It does this by providing a framework where IT organizations can implement a repeatable, measurable and effective processes. The main idea of ITIL is everything is viewed from the customer perspective.

 
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