Published 04 Feb 2019
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 24 Jan 2019
0.5 CPD Points
This White Paper explores the core philosophy of ITIL to demonstrate that it is a dynamic and structured framework which is meant to have an effect on, and engage proactively with, the business, and why that is.
Capabilities|Customer Experience|Information Management|ITIL|Service Management|Strategy execution|Training
Published 11 Sep 2018
0.5 CPD Points
This White Paper sets out to describe at a high level what cloud computing is, how cloud computing is a disruptive innovation and what this means to IT organizations across the globe.
Cloud Computing|Cloud services|Customer Experience|Customer needs|IT Service Management (ITSM)|IT services|ITIL|Service Management
Published 31 Dec 2018
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 24 Apr 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 03 Apr 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
Published 07 May 2019
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