ITIL - ITSM.tools

ITSM 101: Incident Management vs. Problem Management

Posted by Vawns Murphy
on January 17, 2017

Here we look at where incident management stops and problem management begins, and the difference between the two – with help from Batman and Columbo.

Who Has Adopted Which ITSM and ITIL Processes?

Posted by Stephen Mann
on December 14, 2016

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.

Exploit the Power of Knowledge Sharing for Better IT Support

Posted by Paula Maattanen
on December 5, 2016

This article looks at how to succeed with knowledge management, and how knowledge sharing shouldn’t stop at functional or process boundaries.

ITIL Practitioner and the Three Ways of DevOps

Posted by Stuart Rance
on November 30, 2016

Stuart Rance discusses the nine guiding principles of ITIL Practitioner and how they fit in with the DevOps way of working.

What Makes Service Design Successful?

Posted by Karen Brusch
on November 21, 2016

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.

The Need to Link Incident Categorization and BRM

Posted by Ivor Macfarlane
on November 3, 2016

This article looks at a the case study of how the University of Lincoln has formally linked BRM data with incident capture and reporting.

How Improving Change Management Can Help to Improve Your Business (and Win Friends!)

Posted by Rebecca Beach
on October 19, 2016

Better change management is critical to improving technology delivery, but how do you go about achieving it? Here Rebecca Beach shares her experience.

Constraint Space, Wiggle Room and Intelligent Disobedience

Posted by Ivor Macfarlane
on October 11, 2016

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.