ITIL Articles

ITIL 4 a Crowdsourced Perspective

What Does 2020 Hold for ITIL 4 and Its Adoption?

What does a host of ITSM tool vendor personnel, industry analysts, and training service providers think the year ahead will hold for ITIL 4, when asked: “How do you see ITIL 4 impacting the ITSM industry over the next few years?”
ITIL 4 and VeriSM Compared

The Similarities and Differences between ITIL 4 and VeriSM

This article explores how the two service management approaches of ITIL 4 and VeriSM are either different or similar by going over their core concepts side-by-side – looking at governance, operational models, principles, and overall concepts.
Continual Improvement Register

Do You Need to Invest in Your Continual Improvement Register?

When undertaking continual improvement it’s advisable to have a list of what you’d like to improve, which ITIL 4 calls a Continual Improvement register, and this article by Joe the IT Guy looks at what’s needed to keep your continual improvement register useful.
ITIL 4 and DevOps

How ITIL 4 Enhances Interoperability with Other Practices – Think ITIL 4 and DevOps

This article takes a look at the change in mindset that comes with ITIL 4 and how “value” is positioned as a central element rather than a “service” as in ITIL v3. Plus three ways that it works better with other approaches such as DevOps.
ITIL 4 Adoption

ITIL 4 Adoption – Where Are We Right Now?

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?
ITIL Newbie Mistakes

6 Common ITIL Newbie Mistakes to Avoid

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.
ITSM 2020 Hot Topics

The 5 Hottest ITSM Trends and Topics for 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.
Supporting Digital Transformation with ITSM and ITIL 4

ITSM and ITIL 4 for Digital Transformation Initiatives

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

ITSM Trends in 2020 – the Crowdsourced Perspective

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…
ITSM Topics in 2020

Which ITSM Topics Will Interest You Most in 2020?

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 Journey

ITIL v3 to ITIL 4 – IT Service Management Value Co-Creation

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.
ITSM Trends for 2020

The Top ITSM Trends for 2020

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

Why Continual Improvement in ITSM is Important

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.
Service Catalog

3 Ways to Benefit from a Service Catalog

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.
IT Service Desk Knowledge Management

How to Improve Your IT Service Desk Knowledge Management

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.