ITIL Articles

Is it time to make some changes to ITSM training? To remove siloes, with end-to-end service delivery (strategy to design to operations) with CSI thrown in.
Change management continues to be a hot topic for ITSM pros, but we need to focus not just on the tech but on the pace of change within the human psyche.
This blog shares some insights on how to best overcome some of the challenges in adopting ITIL – the ITSM best practice framework – and its processes.
Here we look at where incident management stops and problem management begins, and the difference between the two – with help from Batman and Columbo.
Stephen Mann queries if we can ever be 100% sure of anything purporting to be a true picture of adoption levels of ITIL processes without a global survey.
This article looks at how to succeed with knowledge management, and how knowledge sharing shouldn’t stop at functional or process boundaries.
Stuart Rance discusses the nine guiding principles of ITIL Practitioner and how they fit in with the DevOps way of working.
Karen Brusch discusses the issues so often missed with service design and looks at what can we do to set a good foundation on which to base it.
This article looks at a the case study of how the University of Lincoln has formally linked BRM data with incident capture and reporting.
Better change management is critical to improving technology delivery, but how do you go about achieving it? Here Rebecca Beach shares her experience.
Intelligent disobedience is a concept that can – and should – apply to any aspect of ITSM. And done well it can deliver significant benefits. See more here.
Do your change advisory board (CAB) meetings go on endlessly? Don’t worry, help is at hand with some ideas on how you can help your business succeed.
Ten top tips for dealing with a major incident without having to hide under your desk, chain smoke, or drink a bottle of vodka. See more here.
So what did the authors add to the ITIL and ITSM ecosystem by contributing to the ITIL Practitioner Guidance publication?