This article takes a look at the change in mindset that comes with ITIL 4 and how “value” is positioned as a central element rather than a “service” as in ITIL v3. Plus three ways that it works better with other approaches such as DevOps.
Maximizing the First Call Resolution (FCR) KPI (if used correctly) can deliver significant benefits to an organization, especially in optimizing the cost per contact, minimizing time to resolve, and improving customer satisfaction. Here we explain how.
DevOps is not a replacement for ITIL, in fact DevOps can complement and enhance the ITIL framework by making the processes simpler and more automated. This article looks at why DevOps won’t replace ITIL, and how it could, and should, improve – and add more agility to – some ITIL processes.
Unfamiliar with VeriSM – the new approach to service management (not just IT service management)? This article provides a brief overview of its philosophy and model, and includes links to other useful sources.
Instead of IT being a business support function, IT is needed as an innovation engine within the company – this means that CIOs must find ways to promote and institutionalize innovation. Design thinking can be one of the ways to do that.