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Małgorzata Pieczyńska

Service Level Management

Introduction Service Level Management is one of Service Design processes. The fact should be enough to say that it’s one of most important processes, and indeed it’s. According to us it’s of crucial importance for two business aspects namely customer satisfaction and financial effectiveness of the...

Małgorzata Pieczyńska

Well defined requirements and how to find them – Part 2

Part II - Stakeholders and supporting processes for gathering proper requirements   Stakeholders and theirs Roles in the process of creating requirements   Engaging proper persons in the project or process is a clue and guarantee of the quality of outcomes. The requirements gathering project should also begin with...

Małgorzata Pieczyńska

Significance of CMS/CMDB’s for IT Operations

Introduction Let’s start again with some theory by referring to ITIL first. The Configuration Management System (CMS) and Configuration Management Databases (CMDBs) are the definitions used in the ITIL Service Asset and Configuration Management. The ITIL defines the Configuration Management System (CMS) as a set of tools and data...