Published 21 Mar 2019
Scene 1: The work area. Brent, the famous systems engineer from the Phoenix Project, is sitting behind his laptop – which is covered with DevOps enterprise summit stickers. On the wall behind him is a poster of the new corporate values ‘ We delight our customers ’ is one of ...
Agile|Behaviour|Business Relationship Management|Communication|IT transformation|ITIL|Strategy execution|Value|Vision
Published 20 Apr 2016
As part of our ITIL Practitioner Global Summit Robin presented a session on ITSM Challenges and Training Benefits . Watch the video and read her new blog post also discussing how the right training can help organization meet IT Service Management (ITSM) challenges. ...
IT Service Management (ITSM)|ITIL|Knowledge management|RESILIA|Skills|Training
Published 30 Sep 2016
There are a lot of misconceptions around ITIL as a tool within IT Service Management (ITSM). Some people believe that if they implement a ‘tool’ or an aspect of the guidance, they’re implementing the whole thing. Others think that if they implement a tool it will fix every...
Best practice|IT Service Management (ITSM)|ITIL|Processes|Service Management|Training
Published 05 May 2016
As part of our ITIL Practitioner Global Summit Hitesh presented a session on ITIL Practitioner and Service Design Roles . Watch the video and read his new blog post discussing the roles that can successfully benefit from adopting ITIL Practitioner. What is ITIL Pract...
Adopt and adapt|IT Service Management (ITSM)|ITIL|Skills|Training
Published 03 Sep 2014
Background Hopefully you will all have seen the research that AXELOS recently published around the perception of ITIL in the current market. If you haven't had a chance to see it yet, you can download it from the box to the right of this page. The research has been well rec...
Best Practice|IT Services|ITIL|Service Management
Published 22 Jun 2016
The scenario animation below shows how a company was able to reduce costs and calls to its service desk by applying the ITIL Practitioner Guiding Principle of Design for Experience. Watch the animation and read the accompanying blog from ITIL Practitioner Architect Team Membe...
Continual Service Improvement (CSI)|End-user experience|IT Service Management (ITSM)|ITIL|Service catalogue|Service desk
Published 29 Jun 2016
When I analyze the tangible results my organization has achieved as a result of employees being ITIL ® competent, the return is undeniable. The benefits of ITIL training are threefold: differentiation, service improvement and cost saving. Differentiation In 2012, lev...
Certification|Continual Service Improvement (CSI)|IT investment|IT Service Management (ITSM)|ITIL|Training
Published 10 Jun 2019
Why is the question “who really is your customer” important to ask in IT and IT services? It’s extremely important because it shapes what IT/ ITSM people do and why. It helps us define and focus on the right things, which includes going beyond the superficial view of who a ...
Customer experience|Customer needs|IT service management (ITSM)|IT services|ITIL 4|Value
Published 31 Oct 2016
A lot of organizations, like the one featured in this animation, experience frustration with their service desk. While that’s not a criticism – the majority get things done quickly – end users get annoyed by the speed of service desk support. Interestingly, what’s usually at...
Business solutions|Collaboration|ITIL|Processes|Service desk|Stakeholder management
Published 14 Oct 2016
ITIL is being challenged by ‘shiny new’ philosophies, methodologies and frameworks that have recently laid claim to the work practices of service management professionals. But how valid and viable are these new approaches and how do they relate to the ITIL ® framework ...
Certification|Frameworks|IT Service Management (ITSM)|ITIL|Methodologies|Processes