ITIL Articles

9 DevOps and ITIL Tips – “No shouting at each other (please)”

Posted by Paul Wilkinson
on May 21, 2019

DevOps and ITIL stakeholders need a good understanding of each other and how their two worlds can work better together. This article describes the current friction points between the two groups and offers nine tips on how they need to work together for the best business outcomes.

ITIL 4’s ITAM Practice and Software Support

Posted by Rory Canavan
on March 14, 2019

With ITAM now considered part of ITIL 4 best practice, this article helps with a process that might not be considered as a core SAM capability, but should be in place if your organization wants to make best use of the valuable asset data at its disposal – the Software Support and Maintenance Review process.

Just How Many DevOps and ITSM Tools Do You Really Need?

Posted by Doug Tedder
on March 7, 2019

This article looks at the pros and cons of DevOps toolchains (a combination of tools that aid in the delivery, development, and management of applications throughout the systems development lifecycle) and questions how many DevOps, ITSM, and other IT management tools your organization really needs.

Knock, Knock – Who’s There? ITIL 4 … ITIL for Who?

Posted by Paul Wilkinson
on February 28, 2019

While many will notice the 34 ITIL 4 practices vs ITIL v3’s 26 processes, there are other potentially more important points to note with the updated ITIL best practice. For instance, the greater focus on people, and the inclusion of governance in the new ITIL 4 Service Value System (SVS). Here, Paul Wilkinson takes a look.

The 5 Hottest ITSM Trends and Topics for 2019

Posted by Sophie Danby
on January 22, 2019

Find out what ITSM professionals would like information on, and help with, in 2019 based on our recent reader poll; and get an idea of where the ITSM industry is looking, and potentially heading, in the year ahead. The results are relatively different to those of 2018!

DevOps and ITIL: Why DevOps Won’t Replace ITIL in ITSM

Posted by Saad Mousliki
on January 15, 2019

DevOps is not a replacement for ITIL, in fact DevOps can complement and enhance the ITIL framework by making the processes simpler and more automated. This article looks at why DevOps won’t replace ITIL, and how it could, and should, improve – and add more agility to – some ITIL processes.

Which ITSM Topics Will Interest You, and Your Peers, in 2019?

Posted by Sophie Danby
on November 27, 2018

Which IT service management (ITSM) topics would you like to see our content focus on in 2019? Please take our quick poll and then read on to find out more about a year in the life of ITSM.tools’ content and readership, and to see how we shaped our content plan around last year’s votes.

What’s the Problem with Incident and Problem Management?

Posted by Aale Roos
on November 20, 2018

Here Aale Roos questions whether the combination of incident and problem management is an obsolete model, how risk management can help, and where Cynefin fits into the equation.

5 Steps to a Better Problem Management Process

Posted by Hannah Price
on November 1, 2018

If you’re looking to improve your problem management process, while juggling it with incident management, then striking a balance between them is key. And luckily, it’s not too difficult to achieve! Here Hannah Price shares her top 5 tips for both reactive and proactive problem management success.

Change Management Article: Creating an Efficient CAB

Posted by Jan Vromant
on October 16, 2018

A successful Change Advisory Board (CAB) is a disciplined one! Looking at attendance, process, and other governance aspects, Jan Vromant suggests a set of rules to follow for success that will enable you to transform your CAB into a BECAB – or “brutally efficient” CAB.

4 Steps Towards a Great Service Catalog

Posted by Sumit De
on October 11, 2018

This article offers up a quick guide to service catalog success – from getting started, to measuring quality, from checking whether you’re providing services that meet your customers’ needs, to improving your service catalog by matching it to your customer journeys. Get the lowdown here.

How Important is ITIL, and Other Certifications, to IT Service Desk Staff?

Posted by Stephen Mann
on September 26, 2018

How relevant is ITIL right now, especially for IT service desks and service desk agents? If you want some hot-off-the-press insight, new research data from HDI – in its 2018 Technical Support Practices & Salary Report – offers two perspectives on the value of ITIL certification to North American service desk agents.

5 Tips for Creating an AI-Assisted Knowledge Exploitation Capability

Posted by Stephen Mann
on September 20, 2018

How can your IT service desk start using AI-assisted knowledge capabilities to improve the level and quality of its knowledge-sharing success and increase end-user satisfaction? Here we dive into the fundamentals and how to best use this “new” technology.

Tackling Common Knowledge Management Issues for IT Service Desks

Posted by Stephen Mann
on September 12, 2018

Corporate IT service desks have long understood the opportunity, and benefits, of knowledge management, but far too many continue to struggle to make the most of what their service desk agents, and the wider IT organization, already know. The question is: why is this?

Change Approval in The ITIL Change Management Process

Posted by Jan Vromant
on September 4, 2018

Should the person you’re asking to approve a change request actually be able to stop a change from occurring, even if everyone else agrees it should occur? This article aims to help you understand who in your organization is best positioned to approve changes.

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