Published 17 Aug 2017
When is an incident a major incident? An incident becomes major when the potential impact or urgency is considered significant. This means different things to different organizations, but ultimately it depends on business goals and objectives and is defined by each organiza...
Business solutions|IT Service Management (ITSM)|IT services|ITIL|Risk management|Stakeholder engagement
Published 17 Aug 2018
The list of AXELOS endorsed software tools, that have been assessed by Licensed Software Assessors.
Published 18 Mar 2015
Published 27 Dec 2018
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.
Continual Service Improvement (CSI)|Customer engagement|Incident management|IT service management (ITSM)|IT services|ITIL|Value
Published 09 Sep 2016
If you had to choose between following an agreed IT Service Management (ITSM) process, or focusing on value, what would you do? When assessing the Major Incident Management process for one of my customers, I recognized that while the process was well established and defined ...
End-user experience|IT Service Management (ITSM)|ITIL|Processes|Stakeholder management|Value
Published 02 Feb 2015
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...
Cloud Computing|Cloud services|IT Service Management (ITSM)|IT Services|Processes|Service Management
Published 18 Jan 2019
0.5 CPD Points
This case study explains how adopting and adapting ITIL enabled the University of Newcastle to address business challenges and improve incident management processes.
Adopt and Adapt|Information Management|IT Service Management (ITSM)|IT services|ITIL|Service desk|Service Management
Published 30 Sep 2014
One of the most important aspects of delivering a world-class service, regardless of whether the word "cloud" is associated with the service or not, is Service Monitoring. Monitoring should not be considered a commodity, but rather a strategic opportunity for Service Deliver...
Cloud Computing|Customer Experience|IT Services|Management|Service Management|Strategy Execution
Published 18 Mar 2016
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...
Best Practice|Capabilities|Cloud services|IT Service Management (ITSM)|IT Services|ITIL|Service Management
Published 10 Jan 2017
I was working with a client recently, helping them plan ways to improve the management of IT user support. When I came to review the advice I offered them, I realized that other organizations might find the same advice useful, so I have created three blog posts highlighting ...
Communication|End-user experience|IT Service Management (ITSM)|IT services|ITIL|Service desk