ITIL Articles

Creating a “Brutally Efficient” CAB

Change Management Article: Creating an Efficient CAB

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 service catalog

4 Steps Towards a Great Service Catalog

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

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

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.
AI-assisted knowledge

5 Tips for Creating an AI-Assisted Knowledge Exploitation Capability

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.
Knowledge Management Issues and IT Service Desks

Tackling Common Knowledge Management Issues for IT Service Desks

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

Change Approval in ITSM: Roles, Responsibilities & Best Practices

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.
Knowledge Base Solutions

Comparing Internal Versus External Knowledge Base Solutions

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

Adopting ITIL: The Process Edition

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 Notifications vs. Change Approvals

Change Management Process: Notifications vs. Change Approvals

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?
ITSM and ITIL In North America

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

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.
ITSM Knowledge Management Tips

14 Tips for ITSM Knowledge Management Success

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.
Celebrating knowledge management success

Knowledge Management – the Current ITSM Success Levels

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

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

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 Benefits

ITIL Knowledge Management for the IT Service Desk

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.
Visualising CMDB Data

Better Configuration Management: CMDB Data Visualization for Free

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.