Published 06 Dec 2019
How is the ITIL 4 guiding principle “collaborate and promote visibility” important to organizations today? Many organizations remain siloed, whether by function, process, product, territory or other types. And within the silos, people tend to focus on their tasks and objec...
Collaboration|Customer engagement|IT services|ITIL 4|Service management|Value|Vision
Published 30 Apr 2020
There is now a huge demand for digital IT products and the services they support. This is no surprise, as cloud-based software as a service is easier to maintain, make changes to, upgrade or swap things in and out. Servers can be rolled up and rolled down, adding or reduci...
Cloud services|Customer needs|End-User Experience|IT service management (ITSM)|IT services|ITIL|ITIL 4|Service management
Published 12 May 2020
Cultural transformation should have been on top of the agenda for organizations years ago. The fact that it wasn’t will now be very apparent to some, as they try to navigate the new business challenges presented by the Coronavirus Covid-19 pandemic. This includes the compl...
Behaviour|Collaboration|Customer needs|Digital transformation|ITIL 4|Leadership|Value|Vision
Published 03 Sep 2020
What is digital strategy and how can ITIL ® 4’s strategy management, workforce and talent management and Organizational Change Management practices support organizations on that journey? This and more were the focus of a recent webinar featuring ITIL 4 authors Davi...
Best practice|Change management|Digital transformation|ITIL 4
Published 13 May 2021
There’s a dogmatic view that every complex, IT service management problem has a single root cause when very often there are actually multiple causes. When 21 power stations shut down in just three minutes causing up to 48-hour blackouts for 55m people in the North East US an...
Incident management|ITIL 4|Problem management|Service management
Published 25 Aug 2016
Recently, we investigated the misconceptions around ITIL in order to better understand and address the common challenges when adopting ITIL. We asked our community members to share their stories. To our delight, our members did not stop at listing the challenges, but f...
Frameworks|IT Service Management (ITSM)|ITIL|Requirements|Roles|Training
Published 11 Feb 2019
Best practice in IT, ITSM and the ITIL ® update: solving business problems and delivering value IT organizations operating anywhere in the world still remain too internally-focused. That isn’t me saying this. This is what we are discovering using our ABC cards (Attitu...
Best practice|Digital transformation|IT service management (ITSM)|IT services|ITIL|Value