ITIL Process Characteristics:
It is measurable
It delivers specific result
Primary result are delivered to customers or stakeholders
It responds to specific events
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Tickets according to ITIL framework are directed to help desk. Tickets are considered type of incidents, so working around with tickets is a part of incident management. Problem management, service asset & configuration management (SACM), change management, capacity management, availability management, service level management and event management comes in Incident Management.
Incident Management - Metrics
Total [...]
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ITIL Certification Management Board (ICMB) manages ITIL Certifications which includes representatives and members from all interested parties across the world. according to Wikipedia, members of the Board include representatives from the UK Office of Government Commerce (OGC), APM Group (APMG, The Stationery Office (TSO), V3 Examination Panel, Examination Institutes (EIs) and the IT Service Management [...]
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