ITIL Articles

Problem Management Tips

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.
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.
ITIL documentation can take many forms. This article shares some examples, along with five ways it can boost ITSM success.
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.
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 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.
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.
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.
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.
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.
Here we look at where incident management stops and problem management begins, and the difference between the two – with help from Batman and Columbo.
This article explains how managing vendors and suppliers using ITIL supplier management can help businesses improve their operations and the benefits, challenges, and solutions associated with this approach.
This article looks at tips for managing your change process – from successful communication, to how to handle your change advisory board, and more.
This article covers everything you need to know about ITIL service portfolio management. Specifically, what a service portfolio is, how it works, and how it can be implemented to improve ITSM.
Read about how ITIL 4’s value-based outcome-focused approach provides us with skills that are genuinely transferrable. These skills can be applied to co-create value in an era where change increasingly comes quickly, lacking predictability and clarity with VUCA situations shifting our operations.