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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

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

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

ITIL helping Indian organizations enhance service management

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

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

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.

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

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 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.

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.

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

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.

New ITSM partnership between AXELOS and HDI

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

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

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.

AXELOS launches content subscription service My AXELOS

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

New AXELOS Official ITIL LinkedIn Group

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

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.

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...

AXELOS announces ITIL Practitioner Architects Team

As a global car fleet organization with around 6000 employees worldwide, LeasePlan is reliant on its Information Services to connect the different parts of its business.

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™

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

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.

This case study summarizes how NNIT implemented a service portfolio and describes some of the projects challenges and the benefits realized.

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 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.

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

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.

Continual service improvement (CSI) is integral to the ITIL® framework and should be fundamental for any IT Service management (ITSM) strategy. After all many of us are constantly looking to innovate, improve our business model, reduce costs, risks and improve the overall v...

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.

This White Paper by Brian McCabe offers a practical review of real-world challenges, ideas and techniques to help managed service providers deliver services aligned with ITIL.

In this case study, Intrinsic shows how the benefits of ITIL are self-evident, and the principles behind it support a function that operates well and adapts to the ever-changing world of business.

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

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

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

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.

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...

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...

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.

IT Service Management (ITSM) practitioners often forget that service management was not something they invented but rather a concept taken and adapted to create their own view of the world. They borrowed the principles of good customer service used by businesses, put “IT” in...

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.

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

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

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...

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

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...

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.

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

AXELOS’ CPO Margo Leach shortlisted for Women in IT Awards

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 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.

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.

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

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...

An organization needs clarity and transparency to show leaders and boards of directors how well it’s operating, but without everybody having to become accountants! With no disrespect to the accountancy profession, viewing an organization solely from a financial point of view...

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

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...

This case study describes how software provider Aquila Heywood adopted ITIL to address incident management issues and their ability to communicate vital information to customers.

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...

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

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...

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...

Improving IT Service Management in 2015 For me the main issue with improving ITSM is that we often spend too much time contemplating our own navel instead of making things happen! As an industry we are very good at theorizing and discussing ideas both old and new, but makin...

Mercantil Bank, a commercial bank headquartered in Florida, shares their experience of adopting ITIL and ITIL processes to help improve their ITSM and delivery of services.

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...

IT Service Management (ITSM) is often portrayed as being founded on a process-driven approach, and while processes are useful to organize activities the core of ITSM lies elsewhere. Soft skills are and will always remain relevant regardless of how many processes are defined. ...

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 Case Study describes how Ho Chi Minh Securities Corporation used ITIL to create a strong IT department.

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 d