ITIL Articles

ITIL 4 Adoption – Where Are We Right Now?

Posted by Sophie Danby
on February 18, 2020

With ITIL 4 the most requested ITSM topic for our 2020 articles, we’ve kicked off a short survey to look at how quickly the ITSM industry is likely to move with ITIL 4 adoption (and/or transition). It’s completely anonymous, so please kindly spare us one minute of your time to complete it?

6 Common ITIL Newbie Mistakes to Avoid

Posted by Joe The IT Guy
on January 30, 2020

Are you back at work after completing your ITIL exams, wanting to make a difference by putting your newly minted ITSM qualification to work? Well, before you do, take the time to understand the mistakes that are commonly made by people, and their organizations, once ITIL qualified by reading this article.

The 5 Hottest ITSM Trends and Topics for 2020

Posted by Sophie Danby
on January 23, 2020

What will we all be concerned about in ITSM in 2020? To help, here’s a poll-results-based article that looks at what will be the hot trends and topics – in terms of reader interest – in 2020. If nothing else, you’ll probably be surprised at where some ITSM topic areas have been voted in at.

ITSM and ITIL 4 for Digital Transformation

Posted by José Carmona Orbezo
on December 17, 2019

What is the role of ITSM in supporting an organization’s journey to digital transformation in 2020 and beyond? This article explores.

ITSM Trends in 2020 – the Crowdsourced Perspective

Posted by Stephen Mann
on December 10, 2019

This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…

Which ITSM Topics Will Interest You Most in 2020?

Posted by Sophie Danby
on November 28, 2019

At the start of this year, we asked our readers to vote on the ITSM-related content topics that they’d like to see helpful content published on in 2019 – this was used to guide our content throughout the year. Now, as we enter 2020, we’re doing the same thing again. Please take 30 seconds to vote.

ITIL v3 to ITIL 4 – There is a Way to Transition

Posted by Heigor Freitas
on November 26, 2019

Following the launch of ITIL 4 Foundation, the first stage of the ITIL update, AXELOS has now released the ITIL 4 Managing Professional Transition module. This article looks at its key concepts, who they’re applicable to, and provides advice on how to transition from ITIL v3 to ITIL 4.

The Top ITSM Trends for 2020

Posted by Nicole Garrison
on November 21, 2019

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?

Why Continual Improvement in ITSM is More Important Than You Think

Posted by Joe The IT Guy
on November 12, 2019

Take a moment to think about continual improvement – you could think about the ongoing need, the concepts behind it, or you could just start with the words themselves – continual, improvement, and service for good measure. Here Joe the IT Guy takes a closer look using a rather yummy cake analogy.

Organizational Change Management – An Overview

Posted by Stephen Mann
on October 31, 2019

This article provides an overview of what Organizational Change Management (OCM) is and why it’s important. Plus it offers some practical advice as to what organizational change management should involve. Read it here.

3 Ways to Benefit from a Service Catalog

Posted by Joe The IT Guy
on October 17, 2019

Done well, a service catalog will act as a single, consistent source of information to employees for all of the IT and business services available to them. But how should your organization leverage a service catalog? This article shares advice on how to best exploit a service catalog as a multifaceted ITSM capability.

How to Improve Your IT Service Desk Knowledge Management

Posted by Pablo Vergne
on October 10, 2019

Want to know what IT service desks that succeed with knowledge management do differently? Here we share eight tips based on what successful IT service desks have done to achieve their knowledge management success to help you on your own knowledge management journey.

ITIL 4 Dummies

Posted by Paul Wilkinson
on September 24, 2019

Here Paul Wilkinson shares his “ITIL 4 Dummies” – it’s not meant to be derogatory, but instead is an attempt to get us to think, and draw some sensible conclusions, about the way we adopt ITIL. It’s time to stop being a “dummy” and stop giving too little thought or judgment as to what value you’re hoping ITIL will deliver.

ITSM and Availability Management

Posted by Joe The IT Guy
on September 3, 2019

Ah, availability management. It sounds very comforting because we all want availability – especially when something is needed. But how easy is the availability management practice in ITSM and the new ITIL 4 best practice? This article explores.

4 Tips for an IT Service Catalog for High Employee Engagement

Posted by Kristin Savage
on August 28, 2019

This article offers up four tips to assist with the creation of your organization’s IT service catalog, from using the ‘menu’ concept through to writing your service catalog content with your end users in mind. Read the tips here.

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