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 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 16 Apr 2020
The eight-field model can be used to scope and manage ROV of a learning intervention or training initiative. This paper explains the sides of the model and its purpose.
Behaviour|IT Service Management (ITSM)|ITIL|Learning|Skills|Training|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 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 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 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 19 Nov 2019
This paper describes an approach to user support automation based on machine learning. It illustrates how ITIL guiding principles help to improve service management practices with modern automation solutions.
End-User Experience|Incident management|IT service management (ITSM)|ITIL|Learning|Service desk|Service management