ITIL - ITSM.tools

Process, Practice, Function? – The ITIL 4 Service Desk Guide

Posted by Jamie Bell
on February 25, 2021

This article by Jamie Bell focuses on one of the ITIL 4 Service Management Practices – the Service Desk practice. As well as the associated practice guide and what it entails. Get all the details here.

The 5 Hottest ITSM Trends and Topics for 2021

Posted by Sophie Danby
on January 28, 2021

This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.

Did I Really Learn ITIL from My Grandmother?

Posted by Ivor Macfarlane
on January 12, 2021

Here, Ivor Macfarlane takes a nostalgic and very accurate view of ITIL’s seven guiding principles. When it comes to behavior the important ideas that underpin it really haven’t changed much in the last 100 years. Intrigued? Read on.

Taking ITSM from Fluffy Slogans and Buzzwords to Value. Delivered.

Posted by Paul Wilkinson
on December 22, 2020

This article explains, using ITIL guiding principles, how to get engagement, dialog, and a better understanding of the value that’s delivered.

The Win(d)s of Change Management – Part 3

Posted by Gary Percival
on December 15, 2020

As part of helping your organization to take a practical and pragmatic approach to change management, the final article in this series looks at change and configuration management, and change management and DevSecOps.

The Win(d)s of Change Management – Part 2

Posted by Gary Percival
on November 12, 2020

In the second part of this series, Gary Percival provides advice on how to adopt a practical and pragmatic approach to change management in the new business and IT worlds.

Emergency Changes – How Preparation Helps to Reduce Risk

Posted by Joe The IT Guy
on October 20, 2020

Here Joe the IT Guy shares three tips to consider, and apply, before committing your organization to the risk of an emergency change, from questioning the change’s emergency status to taking the time required to make the best decision possible.

The Win(d)s of Change Management – Part 1

Posted by Gary Percival
on October 1, 2020

This is the first in a three-part series of ITSM articles about the new thinking in change management that offers a practical and pragmatic approach to managing change in the new business and IT worlds.

Getting Started with ITIL? Here are 5 Tips to Help

Posted by Joe The IT Guy
on August 20, 2020

From incident management to problem management, managing changes to exploiting knowledge, here Joe the IT Guy shares his five top tips for successfully getting started with ITIL.

Deeper Insight into the Current State of ITIL 4 Adoption

Posted by Stephen Mann
on August 14, 2020

In a previous article we presented the results of our ITIL 4 adoption survey. Here we dive deeper into some of the correlations to help establish the different views on ITIL 4 and its adoption across different role types.

Developing a Standard Service Model Using the ITIL 4 Guiding Principles

Posted by Graham Heard
on June 11, 2020

If you’re a large organization, or an IT service provider offering services to large enterprises, then reviewing your standard service model on a regular basis is imperative. Ensuring that it stays aligned with your business and IT strategy. This article explains why and how to create one if you haven’t already got one in place.

Seven Key Ingredients for Successful Continual Improvement

Posted by Joe The IT Guy
on June 4, 2020

Continuous (or continual) improvement is something that every IT organization should have embedded in its practices. With that in mind, this article by Joe the IT Guy explains how to get the most from your continual improvement methods.

Adopting ITIL 4 Using PRINCE2

Posted by Serik Igbayev
on June 2, 2020

While PRINCE2 and ITIL are commonly seen as separate bodies of IT management best practice, this article offers a connection between the two – explaining how your organization can use the PRINCE2 methodology to help with its adoption of ITIL 4.

ITIL 4 Adoption Levels – the News Will Surprise Many

Posted by Stephen Mann
on May 27, 2020

One year on from the launch of ITIL 4, we ran an ITSM.tools survey to assess the level of its adoption across exam and qualification uptake, organizational use, and peoples’ expectations of benefits of the new body of ITSM guidance. The results will likely surprise you.

Using ITIL 4 to Manage Risks

Posted by Roman Jouravlev
on May 12, 2020

The global COVID-19 crisis has focused organizations on many things, including continuity planning and disaster recovery. However, it’s also highlighted the need for better risk management. This article from AXELOS looks at how various ITIL 4 practices will help your organization to better assess and manage risks.

ITIL Articles