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Configuration Management How To (Part 1)

Overview Of Service Asset & Configuration Management Service Asset & Configuration Management (SACM) is the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the... 

Release Management How To (Part 3)

Following on from our previous posts; here is our final article in the series of how to do Release Management in real life. Distribution & Installation Unfortunately actually deploying a Release is not as easy as this: Releases should be deployed to the live environment in accordance with the existing Release Management policy. For software releases it’s a good idea to use automation where possible... 

ITIL Practitioner: Thoughts on the experience so far

Does ITIL Practitioner live up to the hype? Having followed the teasers, blog posts, promotional videos and (some of the) discussions during 2015 I find the question difficult to answer, even after reading the book and taking the certification exam. In fact, it might be stretching it to call it a hype, even though the press release stated that it was the “most significant evolution in the ITIL best... 

Release Management – How To (Part 2)   

Following on from Part 1 of our article on how to do Release Management – here are some tips on Release acceptance, rollout planning and communication & training. Acceptance Any development code that results in a change to the live environment should be under the control of Change Management and be managed by the Release Management process. If you are finding that a high number of Release... 

Incident Management Group Test 2016 – The Results

This group test is a review of software products and vendors in the ‘Incident Management’ market area. Our remit was to explore how toolsets can support and optimise the Incident Management process. Incident Management Overview Incident Management is a key part of the ITSM Software Market – think about it – what organisation doesn’t do Incident Management? Incident Management is one... 

ITIL® Practitioner Guidance publication and PDF formats – now available!

*** Sounds Klaxon *** The sparkly ITIL® Practitioner Guidance publication and PDF formats are now available! If you’re planning on sitting the new ITIL® Practitioner course and exam; you can now get some pre reading in. You can check out the official press release from ITIL towers below or you can order the books directly by following this link. PRESS RELEASE – ITIL Practitioner Guidance... 

How to assess Changes

One of the things that I wish was covered in more detail during the ITIL intermediate training is how to properly impact assess Changes. Change Managers are the guardians of the production environment so making sure that all changes are properly assessed and sanity checked is a key part of service delivery. Asses too low and high risk rangers go through unchallenged, assess too high and you block up... 

SupaTOOLS for ITAM and ITSM

This independent review is part of our ITAM vs. ITSM Integration group test. Also participating: InvGate ManageEngine Matrix42 [Best in Class] Miradore Virima Technologies To read the summary, strengths and weaknesses, and criteria please visit this page.  Commercial Summary Vendor SupaTOOLS Product SupaDESK, SupaCMDB Version reviewed 20150104, released 4th April 2015 Year Founded 2014... 

Matrix42 for ITAM and ITSM [Best in Class]

I recently reviewed Matrix42 [Best in Class] for the ITAM vs. ITSM Integration group test. Below is a summary, read the full review on Tools Advisor here. Also Participating: InvGate ManageEngine Miradore SupaTOOLS Virima Technologies To read the summary, strengths and weaknesses, and criteria please visit this page. Arguably the first vendor to offer comprehensive Enterprise grade SAM within... 

DevOps and ITIL: Why Can't We Be Friends?

The IT world we know and love exists today thanks to the bedrock of the IT community: ITIL, the IT Infrastructure Library. Since ITIL’s inception 26 years ago, the world has changed and an app exists for everything – shopping, messaging, ride sharing, or just staying connected via social media. We’re in the midst of a new technological age. This evolution has been guided by agile methodology... 

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