Published 13 Jun 2019
This white paper describes the relationship between Agile methodologies, ITIL 4 and ITSM and how adopting Agile and ITIL 4 can benefit an organization.
Agile|Collaboration|IT service management (ITSM)|ITIL|Problem management|Service management|Value
Published 08 Jul 2019
This paper provides an overview of the ITIL service management approach and discusses the ITIL v3 and ITIL 4 versions of the framework.
Best practice|Certification|Frameworks|IT service management (ITSM)|ITIL|Service management|Value
Published 10 Jul 2019
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.
Published 16 Sep 2019
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 26 Jul 2019
This white paper discusses the similarities and synergies between the ITIL 4 and COBIT 2019 frameworks as well as their differences.
Frameworks|Governance|ITIL 4|Service management|Stakeholder engagement|Value
Published 05 Aug 2019
In this white paper, the advancements of artificial intelligence are explored, along with its current adoption in ITSM and its potential for the future.
Incident management|IT service management (ITSM)|ITIL|Knowledge management|Learning|Service management
Published 29 Aug 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 24 Aug 2019
This paper discusses the impact of cloud on ITSM and ITIL roles and how it can help organizations provide a better service for their customers.
Cloud computing|Cloud services|Customer engagement|Governance|IT service management (ITSM)|ITIL|Value
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 10 Jul 2019
ITIL outlines seven guiding principles that can be used to guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
CPD|IT service management (ITSM)|IT services|IT transformation|ITIL