ITIL
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ITIL Incident Management – Definition, Benefits, and Process
In a more digital work environment, delivering IT services smoothly is important for organizations to succeed. IT teams face the challenge of restoring normal service operations as quickly as possible after unexpected disruption. This is precisely where ITIL® Incident Management comes into play as a proven approach within service management.
ITSM vs. ITIL: The differences between the discipline and the framework
ITSM stands for IT service management. People often use this and the term Information Technology Infrastructure Library (ITIL) interchangeably. They have many important parallels, but it is still important to differentiate between the two. This article explains how the terms relate to each other - and how they are best used.
IT Operations: definition, applications, best practices
In today's world, companies rely on functional IT operations (ITOps for short). This core IT area provides the technical management to keep processes and IT services running. A few tips and best practices can help with challenges such as acute threat situations, AI implementation or automation.
20 Best Practices for IT-Change-Management
This article presents ten best practices for IT change management from ITIL® (Information Technology Infrastructure Library). It also includes ten more practices. These 20 practices give a clear overview of successful change management. This applies to IT and other fields too.
IT Service Catalog: Definition, Benefits and Best Practices
The world of IT services is complex. Numerous services are available in the modern corporate world. A catalog identifies these and provides users with an overview about what’s possible. This article provides an overview of the service catalog and how it may be structured.
IT support – definition, tasks, and tips
IT support performs an important task for companies. This is the organization that customers reach out to for help with all types of technical inquiries. IT support services can vary greatly – from helping people with standard processes to solving complex technology problems. This article sheds light on what exactly IT support is about and how to get started in the field.
Continuous improvement: principles, goals, relationships
Achieving optimization is not only a frequent objective, but often also an absolute necessity. Companies must constantly improve individual processes and workflows in order to be competitive and strengthen their positions.
Continuous improvement process (CIP) is the article’s topic. The article explains how this can best be achieved, specifically in ITSM.
Achieving corporate objectives with IT governance
We face numerous challenges in the corporate world. With advanced digitalization and the importance of the technology environment, success depends heavily on the role of IT. Governance, or oversight, is needed to ensure that IT initiatives strategically align with corporate objectives. This article explains IT governance and discusses how it can be achieved.
Incident Response Plan (IR Plan) – Creation & Template
Don't have an incident response plan yet? You are not alone in this. Many companies do not have fixed procedures for responding to incidents.
In our digitalized working environment, it is crucial to know how to prepare for potential threats and respond to incidents. It is important to protect business processes. In the worst-case scenario, negligence in this area can cripple the entire value chain or lead to severe penalties.
Incident Response – Definition, Goals and Best Practices
Responding to incidents is crucial for companies - especially those who are considered part of the critical infrastructure (KRITIS). Sometimes it’s even essential for survival. Incidents may be disruptions to business operations or situations that affect the relationship with the customer, for example.
Incident Management – Meaning, Objectives and Process
Effective incident management is a key prerequisite for smooth and secure company or organization operation. The following provides a detailed overview of the importance, objectives, roles and processes related to incident management.
Escalation management – how it helps customers and companies move forward
The term escalation has negative connotations. Nevertheless, escalations are important processes that enable us to comply with service level agreements (SLAs) and resolve customer problems more quickly. The escalation process plays an important role in customer service management. This article explains how it can best be managed so that you can wow customers.
ITSM Processes – Guidelines for efficient ITSM
ITSM processes are essential for efficient IT service management (ITSM). The ITSM framework that’s based on the ITIL (Information Technology Infrastructure Library) forms the basis for this. Find out why no IT organization should be without ITSM processes and what needs to be considered when implementing and realizing them.
IT Change Management Process: How to effectively handle technical changes
The only thing that is truly constant is change, especially within business context. In fact, modern leaders rely on various frameworks for handling change. In the IT organization, the most common framework for handling change to a service is the ITIL change management process. In this article, we'll take a look at this process, its advantages and its role in the future of ITSM.
Problem Management: The path to real solutions
Solving problems is extremely valuable for companies. This is because it guarantees smooth operations and processes in the long term. Here we take a closer look at problem management, its benefits and background as well as provide practical tips for your team.
Customer Service Templates
Customer Service Templates provide OTRS agents with ready-to-use and customizable text templates. Keeping consistent information for the customer and saving admin time!
Change Management – Models, Processes and Software
Change Management enables the structured implementation of activities that are necessary to achieve the goals of an organization or company. Learn two of the most important models and reduce your company's risk during the change process. With the right software, you reduce the risks for your company in the change process.
Security Incident Management Process – Planning and Implementation
How does an incident management process work? What has to be considered in case of an incident? And how can STORM help?
Successful CMDB Implementation – a Use Case
When introducing a CMDB, there are a few things to keep in mind to ensure that it delivers the desired results.
Improving Enterprise-Wide Service Operations
Have you ever thought about using ITIL to structure other areas of your business than IT?
