Maximizing ITSM Investment (from CIOUpdate)

Good article by David Mainville about maximizing ITSM investments on

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Simple rules for designing a process (from ITSMWatch)

A good read on ITSMwatch by columnist David Mainville of Consulting Portal, talking about some simple rules for designing a Process.

  1. Find out where the gaps are
  2. Don’t start from scratch
  3. Don’t try this on your own
  4. Don’t be a technophobe
  5. Don’t forget to validate
  6. Don’t forget to educate
  7. Don’t forget governance

Read more here.

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Tips for Visual Communication

A very interesting article with tips on visual communication from UnderstandingGraphics. Read here. and another lovely read on what lines represent. Must read here.


Glenn O’Donell writes in his blog on ComputerWorldUK. Please click here to read more…

Official list of ITIL Processes in ITIL V3

Taken from Pink Elephant’s blog

Service Strategy – 4 processes

1. Strategy Generation
2. Financial management
3. Demand management
4. Service Portfolio management

Service Design – 7 processes

1. Service Catalog Management
2. Service Level Management
3. Availability Management
4. Capacity Management
5. It service Continuity Management
6. Information Security Management
7. Supplier Management

Service Transition – 7 processes

1. Transition Planning and Support
2. Change Management
3. Service Asset and Configuration Management
4. Release and Deployment Management
5. Service Validation and Testing
6. Evaluation
7. Knowledge Management

Service Operation – 5 processes

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

Continual service improvement – 3 processes

1. The 7 improvement process
2. Service Measurement
3. Service Reporting

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CIO’s IT Dashboards

Excellent internal links around CIO Dashboards on

Get links to

Dashboard Tips

Elements of a CIO Dashboard

Problems with IT Benchmarks… amongst other articles!

Click here to read more!

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ITSM Glossary!

Quick come back post….

Tips on creating a glossary by ITSM Professor.

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