ITIL Articles

Comparing Internal Versus External Knowledge Base Solutions

Posted by Chris Rall
on August 28, 2018

This article aims to provide an overview of the different types of knowledge bases available. The question we want to answer here is: “Is it better for your company to use an internal knowledge base (that’s built into your ITSM tool) or an external knowledge base provided by a third party?”

Adopting ITIL: The Process Edition

Posted by Kaimar Karu
on August 14, 2018

We must stop treating the processes in ITIL as discrete units, where “paint-by-numbers” is a viable approach, says Kaimar Karu. Remember: it’s not about processes, it’s about value and services, and the “how” of every process or concept matters only when the “why” is first successfully addressed.

Change Management Process: Notifications vs. Change Approvals

Posted by Jan Vromant
on July 19, 2018

Change management processes and procedures should be created from the ground up, with scalability, standardization, risk mitigation, and efficiency all at the core. But when defining your process, how do you know when a change notification is sufficient and when an approval is required for a change?

The Current State and Future of ITSM and ITIL in North America

Posted by Troy DuMoulin
on July 10, 2018

In this article ITSM authority Troy DuMoulin of Pink Elephant discusses good and poor ITIL behaviors in North America and what the world can learn from them; in addition to how he sees the new version of ITIL helping people in the future.

14 Tips for ITSM Knowledge Management Success

Posted by Stephen Mann
on June 21, 2018

This article discusses a variety of common barriers to knowledge management success – from getting started to day-to-day operational challenges; and offers up a variety of advice to get your knowledge management journey right, exploit existing knowledge, and avoid common “people” issues.

Knowledge Management – the Current ITSM Success Levels

Posted by Stephen Mann
on June 7, 2018

What is the current take up of knowledge management across the globe, how does it differ by location, and what does this research indicate about ITSM and knowledge management in general? This article explores.

ISO 20000: When Are We Going to Stop Lying to Ourselves? No One is Going to Do All of ITIL

Posted by Matthew Burrows
on June 5, 2018

This article looks at how the ISO 20000 international standard for ITSM can help organizations to make the most of ITIL best practice or any other approach. Read on to find out more.

ITIL Knowledge Management for the IT Service Desk

Posted by Stephen Mann
on May 23, 2018

Knowledge management as a corporate capability is nothing new, but still too few organizations are realizing its value (or doing it badly). Here we look at 18 benefits of knowledge exploitation from the perspective of business outcomes, operations, people, and customers.

Better Configuration Management: CMDB Data Visualization for Free

Posted by Mark O'Brien
on April 24, 2018

What’s the best way to represent your configuration item relationships that are created and managed within your CMDB? Here, Mark O’Brien shares his experiences at Leeds Building Society and tips to help you better visualize your CMDB.

How to Adopt a Light Version of ITIL’s Change Advisory Board

Posted by Ricardo Lima Neves
on April 10, 2018

A Change Advisory Board doesn’t need to be complicated. This article offers up a set of simple actions that will help to provide a light version of a CAB in any organization.

Garry Protter and the Order of ITIL Change Management

Posted by Vladimir Leinov
on March 8, 2018

See how ITIL change management works in real life – practical advice, with a pinch of drama. Read more about Garry Protter here.

What Steve Jobs Can Still Teach Us About How to Use ITIL

Posted by Matthew Burrows
on February 15, 2018

One of the issues with ITIL is not ITIL itself, but how others inappropriately elevate it to a religious level. Can Steve Jobs save us?

The ITIL Service Portfolio Management Process Explained

Posted by Stephen Watts
on February 8, 2018

If the goal of your organization is to provide the right IT/business services to your customers, whether internal or external, service portfolio management is a vital step towards meeting governance requirements and delivering value.

What ITIL Can Learn from its Star Wars “Connection”

Posted by Stephen Mann
on December 19, 2017

In this article we take a look at how the next update to ITIL can learn from the reinvention of the Stars Wars movie franchise.

What’s BSM? Did ITIL 2011 Get it Wrong with its Definition of BSM?

Posted by Matthew Burrows
on December 12, 2017

ITIL, offers a great – and handy – list of definitions of common (and some not-so-common) ITSM terms. But how accurate is its definition of BSM?

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