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Author: Nikola Gaydarov

How to design a process: bottom up or top down?

I was asked this question in a break during one of my last trainings. Sadly, I could not find the time, nor a proper situation to answer it in class, so I am going to use this post to do so now. When a person or a company needs to design a process from scratch, there are always two general approaches: Bottom up – Use the current roles and responsibilities, improve them and build the process outputs around those roles Top down – Start from the process itself, fit it in your enterprise architecture and then think about the...

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Processes deliver results, services bring value

One of the first topics I stress when I teach ITIL Foundation courses,  is the difference between a service and a process. In general, we all know that services bring value to customers and processes deliver measurable and predefined results. Also, a known fact is that good processes support an optimal way in the delivery of great services. Let me give you a quick example: Daily wine delivery to a restaurant. Let’s imagine you are not an expert in wines, but want every day to receive a great selection of wine(s) with pre-agreed quality and price delivered on the...

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General Data Protection Regulation (GDPR) – all under the sun

The General Data Protection Regulation (“GDPR”) was formally adopted by the European Union in April 2016 and came into force on May 24, 2016. There is a two-year transition period, so it will effectively apply May 25, 2018. To put it simply, there is no turning back, the clock is ticking. You might think this is more than enough (especially if you buy a magical software that will make you compliant), but for me it will be a last-minute success, if you start now. Why should you care about GDPR? I can give you plenty of reasons. In the...

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ITIL for a Startup Company

The purpose of this article is to show that ITIL as a best practice framework is not only for the big Enterprises, but can be scaled down to a company that has only three employees. What I also strongly emphasize is that when you are small every decision can be your last one, so you have to think carefully would you do it or not. When I was asked for the first time by a student of mine whether ITIL can be implemented in a Startup, I realized once again that most people are afraid of ITIL, because they...

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Why everyone should get ITIL Certification

The main purpose of this article is to show that Service Management best practices and all the wisdom within them is practical and can help any individual on a personal and professional level. Companies can also benefit greatly by having a structured and proven approach of delivering services via well-performing processes by employees who are well equipped with knowledge and skills. I know that this title sounds like a sales pitch, but I will try to convince you that my intentions are not in this direction. So why should everyone attend an ITIL training?  Last week I had a...

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