ITIL/ITSM/ISO 20000 Archive
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.
The simple answer is that you don’t choose! 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 …
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.
IT service management will come under the spotlight in the New Year as emerging technologies and risks shape the industry. There will be a greater demand for an accelerated delivery of services and a pressure for IT services to implement …
For those new to IT Service Management (ITSM), ITIL can seem a daunting term. What does it stand for? Who came up with the idea? Who uses it and why? Should you adopt it?
