ITIL Articles
- Posted by Jan Skrabanek
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A Configuration Management Database (CMDB) might sound like a tool for large enterprises, but here’s the great news: your small or medium-sized business (SMB) can benefit from it, too. In this article, you’ll learn how to create a CMDB that fits your business needs.
- Posted by Sophie Danby
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Change enablement in ITIL 4 is the management practice of ensuring that changes to IT services and the IT infrastructure are implemented in a way that minimizes risk and disruption while maximizing value. This article calls out some of the key changes in the move from ITIL v3’s change management to ITIL 4’s change enablement.
- Posted by Eusoph Simba
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ITIL and Agile are two of the most widely adopted IT frameworks. While ITIL is often associated with structured processes and governance, Agile emphasizes flexibility, collaboration, and rapid delivery. However, they can coexist and even complement each other to create a more robust ITSM strategy.
- Posted by Hadi Ahmadi (Soroush)
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Kotter’s 8-step Model provides a comprehensive approach to change management and has been widely adopted globally. This article explains the model and how it helps with change management and enablement.
- Posted by Sophie Danby
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This article shares the results of ITSM.tools ITSM Trends for 2025 content poll based on 176 responses. There are also insights into how ITSM trends have changed over time, some trend-related opinions, and links to existing trend-related ITSM.tools content that might still help.
- Posted by Sophie Danby
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The ITIL guiding principles were first introduced in 2016’s ITIL Practitioner guidance. ITIL 4 refined these to seven guiding principles and this article shares what they are and how they help with ITSM.
- Posted by Sophie Danby
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The Four Dimensions of Service Management were introduced in ITIL 4, with the perspectives collectively crucial to understanding service value creation for stakeholders, including customers. This article explains how.
- Posted by Vishnu Selvaraju
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Adhering to ITSM principles better positions your organization for long-term success – from ITIL adoption, through Knowledge-Centere Service, to streamlining change management. This article explains more.
- Posted by Jack Williams
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Legacy tech challenges are not easily overcome, so in their attempts to overcome them, many organizations turn to ITIL as a possible framework for creating an organizational approach to mitigating the limitations of legacy systems.
- Posted by Gilad Maayan
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Managed service providers (MSPs) deliver various IT services to businesses, ranging from network management to disaster recovery. While managed security service providers (MSSPs) specialize in delivering security-centric services, differentiating them from generic MSPs. This article shares ten ITIL best practices that can apply to both MSPs and MSSPs.
- Posted by Stephen Mann
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This article asks: where are we now with ITIL and ITSM tools? In particular, customer organization needs for ITIL-focused ITSM tool certification schemes.
- Posted by Emily Wright
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Whether your organization is just starting out or looking to elevate its current service desk operations, this article shares insights and points to practical tips on improvement. It’s a sneak peek at what’s included in the Sunrise Software “A Guide on How to Become the Best Service Desk” guide.
- Posted by Gilad Maayan
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Read how integrating software deployments with ITSM enhances the efficiency and reliability of software delivery. Where ITSM best practice frameworks, such as ITIL, provide structured approaches to managing IT services, focusing on aligning IT processes and services with business objectives.
- Posted by Stephen Mann
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Independent IT service management (ITSM) tool certification is a valuable tool-selection input for any organization looking to procure a new ITSM tool. So, if you’re looking for an introduction to the PeopleCert ITIL-Accredited Tool Vendors (ATV) programme, this article is for you.
- Posted by Sophie Danby
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Problem management is too often misunderstood – ranging from the confusion between incidents and problems to the use of problem management techniques in the wake of a major incident. Here, Sophie Danby shares tips to help.