IT Best Practice Archive

The evolution of ITIL: How the framework has reshaped IT service management

A new version of ITIL® was released this year, providing more nuanced and practical guidance on ITSM (IT service management). Although ITIL 4 is markedly different from its predecessors, each iteration shares the same essential framework, concept and knowledge. Let’s take a look at how ITIL has evolved and what the latest version contains. 

How do you create an increased service management culture in IT?

In any organisation or group of individuals, there are learned and shared patterns of behaviour or shared values that give us the culture of that organisation or group. Good, or bad, customer service is catching and can become engrained in the organisation’s culture. Traditional IT can sometimes lose sight of what the business as a whole …

Why is business continuity management so important?

In recent news, Eir’s Internet network service went down on Saturday, 13 October, affecting thousands of customers across Ireland. A statement from the company said: “Service has been restored to those Eir customers that were impacted by the internet access outage. We apologise again to our customers for …

PCI DSS: The importance of penetration testing

Often, organisations rely on vulnerability scans to identify their weaknesses. They are told that vulnerability scanning is as good as penetration testing and that it will be enough to meet the compliance requirements of the PCI DSS (Payment Card Industry …