Here are our articles on
ITIL
What’s the Problem with Incident and Problem Management?
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
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: Creating a “Brutally 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.
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.
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.
Change Management: Who Should Approve a Change?
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.
5 Tips for Preparing for The Future of ITSM
Here we look at the current state of ITSM and ITIL adoption and also look ahead to advise on how we – globally – need to change to prepare for the future of ITSM. Plus we share tips on how to start your future ITSM career – either as a newbie or someone who is eager to change with the times.
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 Management: Change Notification vs. Approval
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
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
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.
ITSM and Knowledge Management – Current 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.