ITIL/ITSM/ISO 20000 Archive
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.
Now, more than ever, organisations need effective and efficient IT to survive. IT supports critical business processes that generate revenue, serve customers and allow business goals to be achieved.
The short answer is you don’t choose! Despite organisations often declaring they want to be “ITIL-compliant” or they want to “implement ITIL”, ITIL isn’t something you can actually be measured against or accredited to.
One of the ways to improve communication and alignment between an organisation and its IT service provider is to develop an effective service catalogue. A service catalogue in its basic form is a document that gives customers a list of all live services offered by IT. However, an …
The relationship between an organisation and the traditional IT service provider is sometimes fraught with conflict, born from a lack of mutual understanding and, as a consequence, poor delivery of IT services. This leads to blame and mistrust from both parties and can seriously affect the organisation’s outcomes.
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 …
ITSM is a set of processes and functions that help organisations align their IT systems with organisational goals. This covers a huge range of activities, from applications and computer hardware, to associated technology like printers and networks.
Organisations often say that they want to be ‘ITIL-compliant’ or they want to implement ITIL®. We need to be clear that ITIL is not something that organisations can be measured against or be accredited to; it is a framework that …
Although ITIL® is one of the most authoritative and well-known frameworks within the ITSM industry, many myths about it still persist. Below, we bust the top five ITIL myths: Myth Fact 1 Suitable for large organizations only ITIL is …
Quite a random array of topics I think you'll agree, but these three areas all have one thing in common: the Thought Leadership Series.
