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• CA Service Desk Manager obtains the highest level PinkVERIFY & OGC ISS ITIL certifications

  ITIL has been in existence now for almost 22 years and although not a standard, is a widely accepted solution for the effective delivery of service management. Now many vendors claim to be "ITIL compliant" or to "support ITIL" and... Posted May 10 2011, 10:21 AM by Robert Stroud with | with no comments Tags: ITIL, IT Service Management, configuration management, change management, OGC, Robert Stroud, incident management, problem management, service management, service desk manager, ITIL Software Scheme, OGC ISS, ITIL Process compliance, Gold, Office of Government Commerce, PinkVERIFY, service asset management, request fulfillment

• Why So Many People Screw Up their Incident and Problem Processes

  I have been following a very interesting discussion at the ITSkeptic ( http://www.itskeptic.org/we-should-create-problem-record-right-front-incide ) and have resisted the LinkedIn group as I think the madness will continue there. Why do I call it madness... Posted Apr 21 2010, 09:15 AM by Peter Doherty with | with 1 comment(s) Tags: configuration management, incident management, Peter Doherty, root cause, reactive problem management, project management, itilninja

• The CMDBf Specification Part 1 – The Semantics of CMDB Federation

  After a short hiatus from blogging, I'd like to ease back into it with a short series on CMDB federation. I will start with the problem itself. The CMDB federation problem is highlighted in ITIL v3 where the Service Asset Configuration Management... Posted Jun 11 2009, 03:59 PM by Marvin Waschke with | with no comments Tags: ITIL, CMDB, CMDB federation, configuration management, change management