The following case study outlines the utilisation of both ITIL and Prince2 in the delivery of a replacement Service Desk function.   In addition the study mentions the merits of using the Service 'V' model.   As one might expect (but in a lot…

Perhaps the most renowned customer service and experience in the world, appealing to folk of any ages, Disney has adopted ITIL to add further value to the services it offers.   As you will read from the attached ITIL Case Study, Disney is not a small…

As many of you are aware, the ITIL methodology provides a framework for organizations to implement Best Practice thus leading to efficiencies primarily within the IT and Business functions.   Companies are going into administration on a daily basis across all industry sectors and as the…

At the time of the case study below I was a permanent employee of the Financial Services Company, hence the references to we (meaning IS Operations).   Financial Services Company - Potential Outsource of IT Operations   A) Scene   It was the early…

Background   The points that will be covering include a background on the LAS which covers the LAS work and how the IM&T Directorate previously operated. IM&T stands for Information Management & Technology and is often used in the NHS, as it includes a combination of…

More often than not an ITIL implementation can comprise of more than one discipline being implemented in parallel. On occasions they may be run as separate projects, ideally they should be run together under a ‘Program’. An example of such an implementation would be the introduction of ITIL…

Author: Colin Mayers   The information contained in this section is based around what I have found, the observations and conclusions are based primarily around the operational requirements in order to get things done, to achieve a good working solution.  To that end I have produced both thoughts…

A Tailored IT Service Management Solution Enhances Quality of Patient Care   Cincinnati Children's Hospital Medical Center is a 423-bed institution devoted to bringing the world the joy of healthier kids. Cincinnati Children's is dedicated to transforming the way health care is delivered by providing care…

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