ITIL Articles

ITIL survival line

The Times They Are Changin’ – But ITIL Best Practice Lives On

As we move into a new paradigm of customer engagement by corporate IT, ITIL is still as relevant now as it has ever been. Here’s why.
ITSM Challenges

Why ITIL Might Not Be the Answer to Today’s ITSM Challenges

Why are organizations not translating excellence in IT management into equally good service? And can ITSM best practices, such as ITIL help remedy this? 
ITIL guidance

What Problem Does ITIL Guidance Solve?

How do you convince senior IT and business leaders that ITSM, and specifically ITIL, are worth the time, effort, and money?
Capacity Management

5 Ways Cloud Changes ITIL Capacity Management

Don’t be fooled – by the cloud tech-talk of instances, databases, code, and APIs – into thinking that cloud is all about technology.
Better Release Management

10 Top Tips for a Better Release Management Process

It’s time for a release management reinvention! Here are 10 tips to help improve your organization’s release management process and activities.
Successful ITIL Adoption

ITIL Adoption: 6 Tips for IT Service Management Success

ITIL can be tough for people to wrap their heads around. Here, we’ve outlined a few tips to help ITSM practitioners get started with ITIL adoption.
ITSM Training

Has ITSM Training’s Focus on Guaranteed Pass Rates Gone Too Far?

Is it time to make some changes to ITSM training? To remove siloes, with end-to-end service delivery (strategy to design to operations) with CSI thrown in.
Change Management

Change – Being Prepped to Pop

Change management continues to be a hot topic for ITSM pros, but we need to focus not just on the tech but on the pace of change within the human psyche.
Champagne to celebrate ITIL adoption

ITIL Adoption Project Return on Experience

This blog shares some insights on how to best overcome some of the challenges in adopting ITIL – the ITSM best practice framework – and its processes.
ITSM and ITIL Processes

Who Has Adopted Which ITSM and ITIL Processes?

Stephen Mann queries if we can ever be 100% sure of anything purporting to be a true picture of adoption levels of ITSM and ITIL processes without a global survey.
Knowledge sharing

Exploit the Power of Knowledge Sharing for Better IT Support

This article looks at how to succeed with knowledge management, and how knowledge sharing shouldn’t stop at functional or process boundaries.
ITIL Practitioner

ITIL Practitioner and the Three Ways of DevOps

Stuart Rance discusses the nine guiding principles of ITIL Practitioner and how they fit in with the DevOps way of working.
Service Design

What Makes Service Design Successful?

Karen Brusch discusses the issues so often missed with service design and looks at what can we do to set a good foundation on which to base it.
Link Incident Categorization and BRM

The Need to Link Incident Categorization and BRM

This article looks at a the case study of how the University of Lincoln has formally linked BRM data with incident capture and reporting.
How Improving Change Management Can Help to Improve Your Business

How Improving Change Management Can Help to Improve Your Business

Better change management is critical to improving technology delivery, but how do you go about achieving it? Here Rebecca Beach shares her experience.