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