Published 13 Dec 2019
In this ITIL ® 4 Q&A, Dinara Adyrbai explains the development of the 34 management practices and how they relate to ITIL processes: Q: Processes in ITSM are about structure, defined inputs/outputs and objectives – with ITIL 4, do we need processes anymore? A: Yes, we...
Adopt and adapt|ITIL|ITIL 4|Knowledge management|Processes|Service management|Value
Published 07 Jan 2020
Organizations are now reacting to the need for high-velocity IT (HVIT) by exploring customer experience and methods like DevOps and Agile. In some of the more mature enterprises, they’re looking at ITIL 4 and recognizing elements of modern service management, but without f...
Agile|Collaboration|Customer experience|DevOps|ITIL|ITIL 4|Processes
Published 13 Mar 2017
It’s a natural response for many IT organizations to think about how implementing tools can be the solution to IT problems. But it’s a big problem, as there’s no magic pixie dust sprinkled over a tool and it can affect people negatively as much as positively. This issue ...
Adopt and adapt|Governance|IT Service Management (ITSM)|ITIL|Processes|Requirements
Published 26 Feb 2016
The principal objective for a project – delivering a specific output – can often be relegated to a focus on standardization. And very often this standardization of the project management processes boils down to completing a set of project templates. I’ve seen this happen very...
Best practice|PRINCE2|Processes|Project and programme management (PPM)|Project checklists|Project management
Published 28 Jun 2017
The DevOps and Agile movements are putting increasing pressure on traditional approaches to IT Service Management (ITSM) as many organizations embrace new technology and become more and more cloud native . These concepts related to the movements are all about evaluating ...
Agile|Change management|DevOps|IT Service Management (ITSM)|ITIL|Processes
Published 28 Jul 2017
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...
ITIL|Leadership|Processes|Service catalogue|Service management|Value
Published 18 Mar 2020
With the new version ITIL ® 4, the discipline of Service Management has been catapulted back from the supposedly old, past world to the centre of current reality. No, not bureaucratic processes should manage services or products anymore. Rather, holistic practices are to be d...
Agile|ITIL 4|Key performance indicators (KPIs)|Processes|Service catalogue|Service management
Published 03 Sep 2018
Traditionally, ITSM has not been agile. People have tended to focus more on having robust processes and rather than considering “what do we need?”, they have asked “what more can we put in to processes ?”. This level of “over-control” has happened because of over-enginee...
Agile|Customer needs|IT service management (ITSM)|ITIL|Processes|Stakeholder engagement
Published 14 Dec 2016
Why is IT Service Management (ITSM) important to organizations? Executives, of course, want to measure systems, data and people and how the IT infrastructure and the provided services are helping end-users to accomplish their business goal more efficiently. In the past, onl...
IT Service Management (ITSM)|IT Services|ITIL|Problem management|Processes|Requirements
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