Published 06 Mar 2019
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...
Cloud services|Digital transformation|IT service management (ITSM)|IT services|ITIL|Processes
Published 11 Dec 2017
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...
Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes|Service management|Value
Published 15 Sep 2017
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...
Agile|Continual Service Improvement (CSI)|Customer engagement|DevOps|IT service management (ITSM)|ITIL
Published 29 Jan 2018
30 years ago, researchers and companies used to ask: how do we harmonize IT and the business? Today, we’re no longer talking about harmonizing, aligning and integrating IT and the business : the business is technology! Organizations that understand this are already at ...
Customer needs|Frameworks|IT Service Management (ITSM)|IT Services|ITIL|Value
Published 14 Mar 2016
Janek Rozov, Head of the Information Society Services Development Department at the Ministry of Economic Affairs and Communications in Estonia, explains how it has introduced a multiple-view service catalogue to improve understanding of services amongst its citizens and allo...
Best Practice|Frameworks|IT Service Management (ITSM)|IT services|ITIL|Processes|Service catalogue
Published 27 Dec 2018
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...
Communication|IT service management (ITSM)|IT services|ITIL|Skills|Value
Published 07 Dec 2018
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...
Continual Service Improvement (CSI)|Customer experience|Customer needs|IT service management (ITSM)|IT services|ITIL
Published 25 Jul 2017
Every product or service has a carbon footprint. How a project is managed, how a product is built and used, and how it is disposed of will define the harm it does to our planet. Sustainability must be judged across the entire product lifecycle. So many of the decisions tha...
Behaviour|Continual Service Improvement (CSI)|Project management|Requirements|Service management|Value
Published 10 Mar 2015
“It won’t work if organizations expect IT people to pick up an ITIL ® book or go on a training course and then implement successful service management solutions. “Organizations and people need to ‘adopt and adapt’ ITIL to the specific and unique requirements of their b...
Best Practice|Capabilities|Change management|IT service management (ITSM)|ITIL|Processes|Service Management
Published 14 Feb 2019
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...
Best practice|Customer needs|IT services|ITIL|Service management|Value