The mentioned ‘bad practices’ are not the only bad practices I met in the projects, but in my humble opinion, these are the most popular and the most severe for the IT service improvement projects. What is more, one of the bad practice led very often to another one (it’s the same like [...]

I’ve just recived an e-mail about with a very special offer, you don’t to buy anything but you will gain a free access (valid till the end of June’2010) to books on: ITIL, Prince2, Managing Successful Projects, Managing Sucessful Programmes, P3O,…

Now I’m totally busy with my postgraduate course (in process management, I’ll write about it a little later) and with rehersal for my exams for ITIL Service Manager certification. I’v attached flashcards created by me which are helping me with the knowledge rehershal for IT Service Manager exams.

Sorry, this entry is only available in Polski.

Six Sigma is a methodology used in quality management, that was created in the early 80’s of the twentieth century by Bob Galvin and Bill Smith from Motorola.

Nowadays, Six Sigma can be seen at three different levels:

the level of metrics – that is 3.4 defects per million opportunities [...]

Last week I had an opportunity to talk with many people who were ‘fresh’ after an ITIL foundation training. One of the opinions gave me to think.

“You know Mateusz, the whole ITIL is nothing new, and any reasonable manager can create those processes after a certain period of time.”

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According to Dilbert…

The first entry in the new series –‘frameworks in the management of IT’ will be devoted to ASL which stands for Application Service Library.
Application Service Library already has 6 years and is a response of management applications service providers (PinkRoccade company – now part of Getronics) on the second version of the ITIL [...]

There is an widespread opinion that management of it services = ITIL, sometimes someone might also though about CobiT, but there are so many others standards or frameworks, which can be used in management of IT services: AS-8005, ASL, BiSL, CMM, CMMI, CobiT, COPC2000, EFQM, eSCM (SP2), eTOM, GFIM, ISO 20000 / 27001, [...]

Recently, I’ve found a Forrester report – ‘Managing IT Services From The Outside In – Establishing Realistic SLAs To Stabilize The Business Relationship’. 389 IT decision-makers were asked about their service management process (how they created SLA, and how they measured quality of IT services). Here are some interesting facts from this report (and my [...]

In February and May this year, Gartner published two reports on Help Desk outsourcing. The first relates to the American market, the second to the Western European.

Now and again, I see people confused or are not sure about what the difference between Configuration Management and IT Asset Management is .

The post is available in Polish only, sorry for your inconvenience.

The post will be translated into English soon.

If you are interested in the sample ITIL v3 Foundation exam…