Here are our articles on
ITIL
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.
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/IEC 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.
18 Benefits of 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.
How to Adopt a Light Version of ITIL’s Change Advisory Board
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
See how ITIL change management works in real life – practical advice, with a pinch of drama. Read more about Garry Protter here.
How To Manage Change Management Like A Rockstar!
This article looks at tips for managing your change process – from successful communication, to how to handle your change advisory board, and more.
What Steve Jobs Can Still Teach Us About How to Use ITIL
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?
ITIL Service Portfolio Management and Its Benefits Explained
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”
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.
Did ITIL 2011 Get it Wrong with the Definition of BSM?
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?
Four Reasons Why You Need a Service Portfolio for Effective DevOps
A service portfolio solves a significant DevOps problem – it helps both the service provider and the business to understand and agree on the “why.” See how here.
Still Arguing Over Incidents and Problems? Really?
A “problem,” a “problem ticket,” a “problem management process,” an “incident?” Here Matthew Burrows attempts to clear up the confusion between incidents and problems once and for all.