Hello Mayrixjfa, As an ITSM practitioner since 2005 and while at a number of different organizations using various ITSM toolsets, we were using project management lifecycle for releases, and not the ITSM tool. The key was that a change authority in the organizations building the release held release...

A very good resource for how ITSM tools are rated can be found in the latest copy of the Gartner "Magic Quadrant". If you search in a browser for "Gartner Magic Quadrant ITSM tool", you will find links to free copies. That said and only from my personal experience with several different ITSM tools y...

In general, "assets" are resources and capabilities that the organization has and these assets contribute to the delivery of a service. Most organizations will keep track of "assets" that have a financial value in an asset register. A service catalog on the other hand is defined by ITIL v3-2011 as "...

Good suggestion Paul. Having inherited a large problem ticket backlog in the past, I agree with Paul's suggestion to close old problem tickets that won't ever be looked at. The one thing I would add is to perform an export of all problem tickets (into Excel) and work to identify any trends that may ...

Casmer, The ITIL defines an SLA (Service Level Agreement) to be an "agreement" which from my experience in service delivery implies the customer can have a reasonable amount of expectation that the agreed service levels will be met. Also in my experience, this is contrasted with an SLT (Service Leve...

Hello Casmer, For each process, the ITIL provides a number of possible critical success factors (CSF) and key performance indicators (KPI), any of which can be used by an organization. A "TTO" is not one of those KPIs that the ITIL references, but that doesn't mean you cannot define this type of met...

Good to know, thanks Marianne.

Hi Geoff, If they have not already, I also recommend that your Helpdesk management perform a series of surveys to gather how the customer feels about support. As part of the survey, include at least one question to confirm (the assumption?) that every person knows where (and how) to find the instruc...

This is an age old situation and question that I've asked and been asked. As with many things in change management (now in ITIL v4, the Change Control practice), the answer is: "it depends". As with many things in the Change Control practice, the answer is: "it depends" Scenario #1 1. Degraded perfo...

I just completed the ITIL v4 Foundations course, and having been an ITIL practitioner since 2005 (ITIL v2), I'm finding a lot of great improvements and more than a few "take aways" in this new version. One take-away for me, and why I find ITIL v4 important, is what I consider an 'evolution' of ITIL ...

This is great news, when will training be available on GoGo Training site?