ITIL Articles

Problem Management Tips

Posted by Sophie Danby
on March 12, 2024

Problem management is too often misunderstood – ranging from the confusion between incidents and problems to the use of problem management techniques in the wake of a major incident. Here, Sophie Danby shares tips to help.

Service Request Management Tips: 20 Simple Tips for the IT Service Desk

Posted by Stephen Mann
on March 5, 2024

From not overlooking self service options for service requests, to providing training, to categorizing service requests on receipt, this article shares 20 service request management tips for success.

5 Ways ITIL Documentation Boosts ITSM Success

Posted by Gilad Maayan
on February 28, 2024

ITIL documentation can take many forms. This article shares some examples, along with five ways it can boost ITSM success.

ITSM Trends for 2024 – What Our Latest Industry Poll Says

Posted by Sophie Danby
on January 30, 2024

This article shares the results of our 2024 content poll, insights into how ITSM trends have changed, trend-related opinions, and links to existing ITSM.tools content that might still be helpful.

How to Define, Measure, and Report IT Service Availability

Posted by Stuart Rance
on January 22, 2024

To measure, document, and report IT service availability in ways that will be helpful to your organization and your customers you need to do two things…

What is ITSM?

Posted by Stephen Mann
on January 20, 2024

What is ITSM? Why is ITSM important? What are ITSM’s benefits? And what are ITSM’s “quick wins”? Find out more with our comprehensive overview.

What is ITIL?

Posted by Sophie Danby
on January 5, 2024

This article has been written to offer you as much insight as possible into ITIL 4 in a short time. From what it is to the key elements that comprise the latest ITIL 4 service management best practice guidance.

ITIL 4 Explained

Posted by Akshay Anand
on January 1, 2024

Here Akshay Anand – Lead Architect for the ITIL update – gives the lowdown on the new ITIL 4, including the new service value system, the ‘four dimensions’, the updated guiding principles (originally found in ITIL Practitioner), and the change of processes to practices.

What ITSM Help Will You Need in 2024?

Posted by Sophie Danby
on November 23, 2023

Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.

The ITIL Four Dimensions of Service Management

Posted by Sophie Danby
on November 2, 2023

The Four Dimensions of Service Management were introduced in ITIL 4, with the perspectives collectively crucial to understanding service value creation for stakeholders, including customers. This article explains how.

ITIL Guiding Principles Explained

Posted by Sophie Danby
on October 12, 2023

The ITIL guiding principles were first introduced in 2016’s ITIL Practitioner guidance. ITIL 4 refined these to seven guiding principles and this article shares what they are and how they help with ITSM.

The Various Purposes of the 34 ITIL 4 Management Practices

Posted by Sophie Danby
on September 13, 2023

A lot changed in ITIL 4. Not only the move from ITSM processes to service management practices, but also the latter are described. This article shares all of ITIL 4’s 34 management practices and their purposes.

Facilitating Change Management with Kotter’s 8-step Model

Posted by Hadi Ahmadi (Soroush)
on July 20, 2023

Kotter’s 8-step Model provides a comprehensive approach to change management and has been widely adopted globally. This article explains the model and how it helps with change management and enablement.

Which ITIL Processes are Adopted First?

Posted by Stephen Mann
on June 21, 2023

If you’re wondering which of the ITIL processes/practices to adopt next, this article looks at what other organizations have done. It’s a small sample size but the distribution of each process across adoption phases is very interesting.

ITSM 101: Incident Management vs. Problem Management

Posted by Vawns Murphy
on May 31, 2023

Here we look at where incident management stops and problem management begins, and the difference between the two – with help from Batman and Columbo.

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