ITIL Articles

Taking ITSM from Fluffy Slogans and Buzzwords to Value Delivered.

Posted by Paul Wilkinson
on December 22, 2020

This article explains, using ITIL guiding principles, how to get engagement, dialog, and a better understanding of the value that’s delivered.

41 Pieces of Practical Advice for IT Leaders

Posted by Sophie Danby
on December 17, 2020

Here, 41 ITSM and IT management industry authorities provide what they believe to be practical advice for IT leaders to help them succeed in 2021 and beyond. The responses are interesting and varied, so please take a look.

The Win(d)s of Change Management – DevSecOps

Posted by Gary Percival
on December 15, 2020

As part of helping your organization to take a practical and pragmatic approach to change management, the final article in this series looks at change and configuration management, and change management and DevSecOps.

Which ITSM Topics Will Interest You Most in 2021?

Posted by Sophie Danby
on November 30, 2020

Which ITSM topics would you like to see us writing content on in 2021? Please share with us which topics would interest you most by taking our quick poll. Your answers will help drive our content schedule in the year ahead.

The Win(d)s of Change Management – adoption advice

Posted by Gary Percival
on November 12, 2020

In the second part of this series, Gary Percival provides advice on how to adopt a practical and pragmatic approach to change management in the new business and IT worlds.

2021 ITSM Trends

Posted by Sophie Danby
on October 29, 2020

How will ITSM, or service management per se, need to change in 2021? Or perhaps how it will be forced to change to reflect the radically different world that we now live and work in?

Emergency Changes – How Preparation Helps to Reduce Risk

Posted by Joe The IT Guy
on October 20, 2020

Here Joe the IT Guy shares three tips to consider, and apply, before committing your organization to the risk of an emergency change, from questioning the change’s emergency status to taking the time required to make the best decision possible.

The Win(d)s of Change Management – new thinking in change management

Posted by Gary Percival
on October 1, 2020

This is the first in a three-part series of ITSM articles about the new thinking in change management that offers a practical and pragmatic approach to managing change in the new business and IT worlds.

Getting Started with ITIL? Here are 5 Tips to Help

Posted by Joe The IT Guy
on August 20, 2020

From incident management to problem management, managing changes to exploiting knowledge, here Joe the IT Guy shares his five top tips for successfully getting started with ITIL.

Deeper Insight into the Current State of ITIL 4 Adoption

Posted by Stephen Mann
on August 14, 2020

In a previous article we presented the results of our ITIL 4 adoption survey. Here we dive deeper into some of the correlations to help establish the different views on ITIL 4 and its adoption across different role types.

Consultancy Beyond ITSM Implementation to Support Continual Improvement

Posted by Sumit De
on July 30, 2020

The first day using your service management solution is important. But for your service desk to be as efficient and intuitive as it can be, you’ve got to continually improve your knowledge and use of the tool. The best people to guide you along the way? ITSM consultants. Here’s why.

Seven Key Ingredients for Successful Continual Improvement

Posted by Joe The IT Guy
on June 4, 2020

Continuous (or continual) improvement is something that every IT organization should have embedded in its practices. With that in mind, this article by Joe the IT Guy explains how to get the most from your continual improvement methods.

Adopting ITIL 4 Using PRINCE2

Posted by Serik Igbayev
on June 2, 2020

While PRINCE2 and ITIL are commonly seen as separate bodies of IT management best practice, this article offers a connection between the two – explaining how your organization can use the PRINCE2 methodology to help with its adoption of ITIL 4.

ITIL 4 Adoption Levels – the Surprising Survey Results

Posted by Stephen Mann
on May 27, 2020

One year on from the launch of ITIL 4, we ran an ITSM.tools survey to assess the level of its adoption across exam and qualification uptake, organizational use, and peoples’ expectations of benefits of the new body of ITSM guidance. The results will likely surprise you.

5 Key Considerations When Designing a Service Request Catalog

Posted by Graham Heard
on May 14, 2020

This article provides an overview of why a Service Request Catalog Framework is an important addition to an enterprise’s overall service strategy – and offers up five tips for you to get started in creating one.

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