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AXELOS is proud to announce the release of the IT Service Management Benchmarking Report, exploring the trends and challenges faced by the ITSM industry.

The IT Service Management Professional in 2030: A future full of opportunities

New white paper - An Introduction to Service Integration and Management and ITIL

Presented by Author Thought Leader Strategy and Transformation Expert Sumit Kumar Jha, this webinar discusses the impact of the Internet of Things (IoT) on service management.

How ITIL can help to transform IT service management in the academic world

ITIL helping Indian organizations enhance service management

This webinar discusses the practical application of the ITIL4IT standard to IT service management.

AXELOS and itSMF UK renew partnership to promote best practice in IT service management

This paper explores Service Design and Problem management as part of risk management and how risk management is part of Continual Service Improvement.

View our range of ITIL case studies and white papers.

The list of AXELOS endorsed software tools, that have been assessed by Licensed Software Assessors.

Fox IT is a global service management specialist delivering IT service transformation for our clients, providing service management consulting, training, tools and resourcing with a global partnership network.

This session covers the evolution of ITSM businesses and the shift to a more service-based culture.

This webinar described Equinor's experiences of implementing an ITIL based framework for technical engineers, controllers and HR personnel and also addressed Equinor’s user centric strategy.

Press Release: Why SIAM should play a role in corporate IT delivery

ITSM is a concept that enables an organization to maximize business value from the use of information technology. This content gives an overview of ITSM and the skills and roles for professionals as well as how ITSM relates to ITIL.

AXELOS launches ITIL 4 Foundation

This paper assess governance and management in the context of ITSM where it is about directing, monitoring, and evaluating the activities in the Service Value Chain, and the resources in the Four Dimensions of IT Service Management.

Focus on skills development vital for the future growth of the IT Service Management industry

This white paper describes the relationship between Agile methodologies, ITIL 4 and ITSM and how adopting Agile and ITIL 4 can benefit an organization.

Service Design (SD) is a module within the Intermediate Level of the ITIL certification scheme, focusing on the design of IT services.

How a holistic approach to adopting an ITIL®-based operations model can support the cloud as well as the evolution of roles and accountabilities in the modern cloud world.

1. In your service management experience, how much of a foundation does ITIL provide? ITIL ® provides a deep foundation when it comes to IT Service Management. One of the reasons is because ITIL is a framework. It is a set of best practices that focuses on aligning IT s...

How ITIL is helping to support the growth of enterprise IT in Southeast Asia

This paper shows how IT4IT can help IT service managers at each stage of the service lifecycle. It is aimed at ITSM professionals who are familiar with ITIL and aware of the IT4IT standard.

Following his AXELOS white paper, An example ITIL®-based model for effective SIAM, Kevin Holland hosts a webinar discussing its key points.

New AXELOS Official ITIL LinkedIn Group

In order to help International users gain a real understanding of the specific terminology within the ITIL guidance, translated glossaries have been created and are available to download, in PDF format.

AXELOS announces ITIL Practitioner Architects Team

The ITIL best practices provide a framework for businesses to more effectively manage their IT services. Find out more about ITIL with AXELOS.

Service Strategy (SS) is an ITIL Intermediate level module and one of the five Service Lifecycle modules. Find out more about this and the other lifecycle modules.

BYOD - Harnessing the opportunities and mitigating the risks using ITIL @ and RESILIA™

In the first post in this series, Service Monitoring as a Strategic Opportunity , one of the topics that we discussed was the need for a "Service Monitoring Service " that would act as the monitoring platform for all of the various application and service teams within the s...

This case study focuses on the importance of IT and IT service management to the success of the US Department of the Interior (DoI).

Service Transition (ST) is one of the Service Lifecycle modules within ITIL focusing on the practical elements to test and implement products and services.

This white paper gives a brief introduction to service science and service-dominant logic and presents some of the areas in ITIL 4 where the influence is perceptible.

The purpose of this White Paper is to introduce the concepts for an effective way of managing services in a multi-supplier environment.

Business service management (BSM) is about bringing value to a business through matching overall business objectives with IT. Arguably, the concept has been with us for some time; but like the latest version of ITIL ® addresses the issue of business and services, it ha...

This case study describes Amadeus' journey from ITIL v3 to ITIL 4 and the value this added to their IT service management.

Service Operation (SO) is a module within the Intermediate level of the ITIL certification scheme, focusing on processes that enable business' to successfully manage their products.

AXELOS launches content subscription service My AXELOS

What is IT4IT and who is it relevant for? AXELOS’ ITSM Portfolio Development Manager, Roman Zhuravlev and Anton Lykov, Solution Architect for Micro Focus, discussed the IT4IT architecture model in a recent AXELOS webinar and this blog post offers a brief summary of their dis...

This article shows how ITIL Practitioner guiding principles Start where you are, Collaborate and Keep it simple, can help IT service operations teams improve services.

Press Release: ITIL evolves with the “ITIL Practitioner” qualification from AXELOS

In this White Paper Shirley Lacy, an IT Service Management industry recognised leader and co-author of ITIL V3 Service Transition, addresses issues and concerns by answering some key questions regarding using ITIL in a recession.

The IT Infrastructure Library – the original name for ITIL ® – is, officially, not in use! In fact, we haven’t actively used the name since the formation of AXELOS five years ago. However, as recently as last month there was debate on Twitter about what happened to the I...

AXELOS is sponsor of ITSM Leadership Summit 2018 in Singapore and presents at itSMF New Zealand

This case study explains how adopting and adapting ITIL enabled the University of Newcastle to address business challenges and improve incident management processes.

Although an integral part of the ITIL ® Service Lifecycle, Service Strategy is probably the element most IT Service Management (ITSM) professionals are least comfortable using. In fact, even the word ‘strategy’ can strike fear into some IT professionals as, quite sim...

Service Offerings and Agreements (SOA) is a module within the ITIL scheme focusing on the practical applications. Find out more about this module here.

AXELOS launches ITIL Practitioner

This white paper uses fictional case studies to illustrate the key elements of ideal relationships between services, IT management, and non-IT domains.

Press Release: The importance of ITSM to the growth of the global car fleet industry

ITIL 2011 and ASL 2 - updated AXELOS White Paper

Press Release: Newcastle University IT Service

Roman Zhuravlev talks service management and why ITIL ® is not the work of a “crazy professor”! Service management is everywhere – and that means the economy becoming more customer-focused, intelligent and alive. With the exciting concept of digital transformation, o...

Change, release and deployment in ITIL ® help to ensure that what a requester – such as a service owner – wants can be delivered from a technical and feasibility perspective. I’ve seen this work effectively in the French national railway company, SNCF; but before we get...

AXELOS launches initiative to leverage ITIL in supporting organization-wide service management

The first aspect of Service Design is to define the functional requirements, capabilities, and so on. No matter what we are doing and no matter the industry, we should always start with the customer in mind. In the case of our Service Monitoring Service, our customers are th...

This case study describes how HMRC's IT services were transformed through a major Enterprise Release (ER) that was implemented in critical timescales with minimal disruption to the business and public services.

100,000 ITSM professionals globally to benefit from new partnership between itSMF and AXELOS

In this session, Richard Josey, Lead Service Management Consultant for Thebes Group, will explain the importance of CSI and give you six simple steps.

Director of Service Operations, Bob Gribben, explains the benefits of adopting the ITIL framework.

This White Paper introduces the concept of SIAM as a ‘King’ and describes how it gives service providers the governance and freedom they need.

Discover how ITIL 4 will help IT professionals and organizations to navigate the modern digital world.

Many organizations have found that the tenets of the ITIL framework lend themselves to business functions beyond ITSM. Equinor is one such company.

AXELOS’ Future ITSM Professional report predicts a growing need for people working in ITSM to adopt a more strategic role as service management principles spread beyond IT and throughout organizations. Service management consultant, Lisa Hodges, reflects on the findings: ...

The ITIL ® update recently announced by AXELOS will be guided by the Lead Architect Team, comprising highly-respected experts from around the world. In this first blog post from the team, Troy DuMoulin talks IT past and present along with what an updated ITIL will mean f...

HBZS Mining Rescue Services- new AXELOS Case Study

While my first exposure to ITIL ® came almost 30 years ago – working in tech support for the American part of Glaxo – helping organizations adopt and adapt ITIL has been a cornerstone of my consultancy practice for 15 years. In that time, I’ve seen ITIL help organizati...

This White Paper examines the ways cyber resilience and ITSM can work better together to help organizations more effectively manage their IT services, prevent cyber-attacks, and detect and correct attacks that cannot be prevented.

This webinar was produced in conjunction with the upcoming launch of the new ITIL publication from AXELOS, Adopting Service Governance: Governing portfolio value for sound corporate citizenship.

Hosted by BrightTALK, this webinar discusses the role of ITIL in digital transformation and how ITIL's Guiding Principles can help organizations.

Service Management must not shy away from application development Most Service Management organizations are full of process people. And then, there are tools teams that are full of tools people. What I mean is that the tools teams are made up of individuals who are experts...

Intelligent disobedience is the act of breaking the rules to do the right thing. This paper assesses where an intelligent disobedience approach can benefit staff and organizations and how it can provide a source of future guidance.

February 2016 launch date for ITIL Practitioner

What’s the difference between being certified and not certified in IT service management (ITSM) best practice? At a base level in ITSM you might be someone providing “boots on the ground”, doing the actual troubleshooting on the service desk and implementing changes. Howev...

The ITIL Intermediate level is the second certification stage in ITIL. You can take as few or as many Intermediate modules as you need

My first three days in a new job with a training company just before the Millennium comprised the I TIL ® Foundation course. Those three days changed my career. After the course I realized ITIL was what I’d been seeking during my 15 years working in IT. The course made s...

Have you noticed how the world of IT is changing in recent years? Have you also noticed how your role, responsibilities and current work practices might be coming under increased pressure to change and work differently? Organizations used to buy and build IT infrastructure a...

Products, Services, and Service Relationships Over the next few weeks we will publish a blog series to give you the big picture of ITIL ® 4. A bit of context before I start: When I was in India last November, I was challenged by a group of trainers to create a single dia...

Organizational transformation is built on ITIL ® best practices. And, from what I’ve seen from the frontline, the need for this still exists. In fact, there is so much work still to be accomplished among organizations that I could be busy for years and years! As a consul...

How enhancing ITSM processes is helping Universities meet growing student demand

QUESTION: I’ve gained the initial ITIL® qualification but I don’t understand what further training and development can do for me. Isn’t the ITIL foundation enough? Individual practitioners often see the ITIL foundation qualification as a way onto the ladder because busin...

Earlier in the series, we discussed the importance of enabling features in our Service Monitoring Service that make the application teams want to use the service rather than building their own “page myself” scripts.There are many features that we may add, but there are thre...

The ITIL ® update in a world of digital and service transformation Today, what are the main challenges facing organizations around IT generally and ITSM in particular? This is very dependent on the individual organization: on one hand, many are passing through digiti...

Following the release of ISO/IEC TR 20000-11:2015: Part 11 - Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL® at the end of 2015 , we spoke to Shirley Lacy, managing director of ConnectSphere, who was involved in i...

People wanting to progress their careers and make a difference in IT and IT service management (ITSM) roles need to concentrate on three major issues: their customer, the services they need, and the value they should be providing. Avoiding the sport of “framework hunting” i...

This White Paper sets out to identify and illustrate the benefits of collaboration between the disciplines of business analysis (BA) and IT service management (ITSM).

Services are about people and processes and how technology enables the service delivery. These services need service management and, as a product manager, it has been useful to recognize that designing services is different to designing products. In order to deliver a cons...

Over the past five years, I believe that – for some IT organizations – the ITIL ® concept of Service Strategy (SS) got left behind. Why is this? IT organizations have been buried in the “trenches” of an endless loop which includes immediate uptake of design, transition an...

ITIL Intermediate’s Service Design (SD) module provides one of the most important approaches to deliver a service that works and enables value creation. Without employing SD and, for example, moving to transition without much design and attention to processes there is a ...

In the world before ITIL v3 and Continual Service Improvement (CSI) it was part of a service level manager’s job to identify areas for improvement. However, this was ad hoc and happened mostly if a customer was complaining. We used what were called service improvement pl...

Since my introduction to ITIL ® best practice guidance at the beginning of the Millennium, an important lesson I've learned is that ITIL is guidance not gospel. Fast forward to 2016 and the launch of ITIL Practitioner brought even more clarity to the guidance and...

This paper provides an overview of the ITIL service management approach and discusses the ITIL v3 and ITIL 4 versions of the framework.

ITIL ® has always been dynamic. It has evolved over time to reflect changes to the way organizations work, different service management concepts and priorities and our understanding of the different capabilities required to deliver value. Now it’s time to update ITIL ...

As we begin these next few blog posts on “Implementation”, it is important to look at the ground we have already covered. To begin this series, we discussed Service Monitoring as a Strategic Opportunity . We followed that discussion with four posts on Building Service Monit...

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.

Service Level Manager

The Continual Service Improvement (CSI) module is one of the certifications within the ITIL Service Lifecycle work stream.

AXELOS launches first of its kind new gamified global community forum

The term digital transformation is widely used by business and technology leaders, but it is worth pausing to reflect on what it really means, how it emerged and why it’s important.

In this White Paper Kevin Holland describes one example model for effective SIAM.

Yale University’s IT Service Management (ITSM) journey began in 2011, just before my arrival in 2012. At the time, the University had about 450 central IT staff and a newly appointed CIO who had arrived with a mission to create a world-class ITSM organization. ITIL ® ...

AXELOS sponsor Service Desk and IT Support Show

​How does RESILIA® align itself with ITIL®?

Delivering value to a customer doesn’t begin and end with a product and its features – it also requires service . In the IT development world, recognizing the need for service means cultivating skills in service management. This is where turning to ITIL ® is important...

ITIL is a global framework of best practice for IT service management. We explain more about what the ITIL framework is and best practice for using it here.

In my previous post in this series, I posed a question: “Can perfect monitoring still end in failure?” I hope that you have come to the same two conclusions that I’ve come to: nothing made by humans is perfect, and even if monitoring were perfect, we can most certainly fail...

How can communication within IT service management (ITSM) – and ultimately with the business it supports – be improved? The silos that can develop among different parts of organizations need something that bridges the gap between the professionals that create and build t...

Service Desk Manager

It’s a pivotal and exciting moment for the service desk. For those still struggling with their traditional IT service desks that might sound like an odd statement, but significant change is coming. Historically, the service desk’s primary role has been a help desk for when ...

Many IT departments struggle when trying to adopt Kanban, especially at first. Whether they are moving from an established but ad hoc work management structure, or from a more standardized traditional IT Service Management (ITSM) work management model, they often find it hard...

The IT Service Management (ITSM) mindset in 2017 needs to shift, both culturally and in ways of working that are about breaking down barriers and silos. This means embracing agile service management and moving away from long-term projects of process and improvement. Yes, th...

IT Chapter’s mission is to be recognized as a Leader in the field of IT Best Practices, including domains of ITIL®, CobiT®, ITAM, Enterprise Architecture, Process Engineering, Governance of IT, IT Project Management - PMP® and PRINCE22®

Working in ITIL ® adoption has given me a steady stream of employment in broader, more engaging roles and a significant increase in salary. The demand for ITIL skills are continuing to grow worldwide and – I believe – will increase significantly over the next five to 10...

Every organization, at some point, will make some sort of IT transition. The concepts in ITIL ® v3 Intermediate’s Service Transition (ST) module help that challenge in specific ways: The ultimate idea is to make transitions smooth enough to avoid disrupting current IT ser...

Grupo Bimbo wins the inaugural ITIL Experience Award: Collaborating for Success