Published 21 Oct 2020
This paper explores the concept of experience level agreements (XLAs), explains how this is addressed in ITIL 4, and provides practical recommendations.
Business solutions|Customer engagement|End-User Experience|IT service management (ITSM)|IT services|ITIL|ITIL 4|Service management
Published 25 Sep 2020
Successful service interactions are achieved socially and this white paper discusses the importance of the employees role for stakeholders and the organization.
Behaviour|Capabilities|Empowerment|End-User Experience|IT service management (ITSM)|IT services|ITIL 4|Requirements|Roles|Stakeholder engagement|Value
Published 19 May 2020
This white paper discusses how the shift-left approach helps move the delivery of work to the most appropriate place to meet customer and business needs.
Behaviour|Customer engagement|Customer experience|Customer needs|DevOps|IT service management (ITSM)|ITIL|ITIL 4|Processes|Service management|Value
Published 16 Jul 2020
ITIL 4 Specialist:Create, Deliver and Support provides guidance on establishing, maintaining, and developing effective service relationships.
IT service management (ITSM)|ITIL|ITIL 4|Service management|Value
Published 15 Aug 2019
This paper describes how ITIL 4 is evolving from process-based thinking to an approach which includes the four dimensions of service management.
Agile|Customer experience|IT service management (ITSM)|ITIL|Processes|Value
Published 27 May 2020
This paper describes the essential concepts and major techniques and explains why we need design thinking to enable innovation and economic progress.
Customer experience|End-User Experience|ITIL 4|Processes|Service management|Stakeholder engagement|Vision
Published 19 May 2020
This white paper uses fictional case studies to illustrate the key elements of ideal relationships between services, IT management, and non-IT domains.
Customer experience|Customer needs|IT service management (ITSM)|IT services|ITIL
Published 05 Apr 2019
This paper outlines how a different approach to the implementation and development of ITSM tools can help IT organizations reap their many potential benefits.
Benefits realization|IT service management (ITSM)|IT services|IT transformation|ITIL|Processes
Published 02 Oct 2019
This paper shows how ABC of ICT card set can be used to assess and address the attitude, behaviour and cultural aspects of an ITSM improvement initiative.
Behaviour|Continual Service Improvement (CSI)|Customer experience|IT Service Management (ITSM)|ITIL|Stakeholder management
Published 13 Oct 2020
Product owners are responsible for optimizing product value and connecting development teams with the wider organization. This white paper discusses how, while every product owner is different, the core traits of a good product owner are constant.
Business information management|Collaboration|Customer engagement|End-User Experience|Information management|IT service management (ITSM)|IT services|ITIL 4|Stakeholder engagement