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ITIL® Service Operation

Learning ITIL Poster – Event Correlation

Event management is one of the main activities of IT operations. It would be very difficult to manage complex modern infrastructures without it. In this poster we examine the role of the correlation engine, and its importance to achieving effective event management.

Learning ITIL Poster – ITIL Centralized Service Desk

In this resource, we briefly explore the advantages and disadvantages of the Service Desk, which are dependent on the organizational structure overall, and the nature of the calls taken by the service desk from the user base.

Learning ITIL Poster – Service Desk Structures

This ITIL learning poster shows the pros and cons of the ‘Local’ structure. Understanding the service desk structures is an important part of the service operation lifecycle stage.

Learning ITIL Poster – Problem Management: Pareto Analysis

This technique was identified by Vilfredo Pareto an Italian economist. It can be used for quality improvement, on the analysis that a large majority of problems (80%) are produced by a few key causes (20%). This is also known as the vital few and the trivial many.

Learning ITIL Poster – Service Failure Analysis (SFA)

In this free ITIL poster we examine Service Failure Analysis (SFA) in the ITIL framework which is used by availability management to identify the best way to improve the availability of a service.

Learning ITIL Poster – Ishikawa

When you have a serious problem, it is important to explore all of the things that could cause it before you start to think about a solution. This is why the Cause and Effect Analysis was devised by professor Kaoru Ishikawa.

Learning ITIL Poster – Fault Tree Analysis

Fault tree analysis is a technique used as part of availability management. The technique is used to determine what happens as part of a sequence of events.

The ITIL Problem Management Process – An Interactive Guide

In this three part interactive ITIL resource, we take a look in detail at the Problem Management Process including problem detection, raising a known error record, and problem resolution.

Learning ITIL Poster  – Service Desk Structure Part 5

In the last part of our guide to learning the ITIL Service Desk Structure, we’ll look at Specialized Service Desk Groups, what they are and why you need to know about them.

Learning ITIL Poster – Service Desk Structure Part 4

In this part of our 5 part guide to the ITIL Service Desk Structure, we’ll take a look at ‘Follow the sun’ and explore exactly what that means.

Learning ITIL Poster – Service Desk Structure Part 3

In this poster, we’ll look at part 3 of the Service Desk Structure – Virtual.

Learning ITIL Poster – Service Desk Structure Part 2

A more common structure for service desks is that of a centralized service desk. In this poster, we will look at the central service desk and the benefits of working in this way.

Learning ITIL Poster – Service Desk Structure Part 1

A global organization will have different needs from one with all employees based in the same location. In this poster we’ll look at the local structure.

Learning ITIL Poster  – The Problem Management Process (3 of 3)

In this poster (part 3 of 3), we will look at problem resolution, problem closure and major problem review stages.

Learning ITIL Poster  – The Problem Management Process (2 of 3)

In this poster (part 2 of 3), we will look at investigating and diagnosing problems, identifying a workaround and raising a known error record.

Learning ITIL Poster – The Problem Management Process (1 of 3)

The Problem Management Process flow contains 10 steps. In many ways it is similar to the Incident Process. In this poster (part 1 of 3), we will look at detecting, logging, categorizing and prioritizing problems.

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