Category Archives: ITIL Coaching

IT Assessment & Benchmarking Workshop

By | IT Assessment, IT Service Management, ITIL Coaching | No Comments


ITIL Know where you are doingITIL Pick the right process


How do you know which ITIL processes relevant and required for your organization? Normally, you will read whole book and attend the ITIL foundation course, after which you still wonder – how shall I go about to understand them?

But let me tell you that you can always do it yourself. Why? Because nobody knows your environment like you do. All you need to do is to learn how to assess them.

I am going to organize one day workshop on Basic IT Assessment and Benchmarking where you can learn basic assessment and benchmarking steps. In this 1-day workshop,  we will ignite a continuous improvement behavior in you. This class is only limited to 20 passionate IT executives and I will personally deliver the training. Register you interest by contacting 013-6800120.

p/s I am not selling Manage Engine and this is not Manage Engine training. I am just using its illustration. :-)


Difference Between ITIL® 2011 & ITIL V3 Processes

By | IT Operations, IT Service Management, IT Services, ITIL Coaching | No Comments

Processes – ITIL 2011 vs ITIL V3

Service Strategy – 2 new processes added

1. Strategy Management for IT services – new
2. Service Portfolio Management
3. Financial Management for IT services
4. Demand Management
5. Business Relationship management – new

Service Design—1 new process added

1. Service Catalogue Management
2. Service Level Management
3. Supplier Management
4. Capacity Management
5. Availability Management
6. IT Service Continuity Management
7. Information Security Management
8. Design Coordination – New

Service Transition—1 process renamed

1. Transition Planning and Support
2. Change Management
3. Service Asset and Configuration Management
4. Release and Deployment Management
5. Knowledge Management
6. Service Validation and Testing
7. Change Evaluation- The word Change has been introduced

Service Operation

1. Event Management
2. Incident Management
3. Problem Management
4. Request Fulfillment
5. Access Management

Continual Service Improvement

1.  Seven Step Improvement

Apart from the above 26 processes distributed across five life cycles, there are four functions, which are same as ITIL® V3, namely –

1. Service Desk
2. Application Management
3. Technical Management
4. IT Operational Management

These four functions fall under the Service Operation lifecycle.

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