This may seem a little ITIL 101 for some of you, but I think there is value in covering some of ITIL’s basic concepts in detail. ITIL asserts that you Prioritize issues (Incidents, Problems, Changes, etc.), and work on the highest Priority issues first. You then work your way down the list of issues until you …
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When I took my ITIL v2 Manager’s course with Pink Elephant, one of the most interesting sessions we had was about the four categories of Key Performance Indicators (KPIs) and how they must be balanced. The KPI categories are similar in concept to Kaplan and Nolan’s Balanced Scorecard. In the class we discussed the four competing quadrants of KPI …
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