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 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 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 13 Jun 2018
Services are about people and processes and how technology enables the service delivery. These services need service management and, as a product manager, it has been useful to recognize that designing services is different to designing products. In order to deliver a cons...
Agile|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes|Service catalogue|Service Management
Published 13 Jun 2016
As part of our ITIL Practitioner Global Summit Chris co-presented with Deanna Burns, Yale’s Director of Community Platform Services, a session on Yale University's ITSM Journey . Watch the video and read his new blog post also discussing this topic. Yale University’s ...
Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Processes
Published 22 Jan 2016
IT professionals do not typically focus on delivering value to customers and that’s because service providers in general don’t understand what value is – it’s not quantifiable, it’s not tangible, it’s not definable, it’s not measureable and so it can frighten them. Manageme...
Customer engagement|IT Service Management (ITSM)|IT services|ITIL|Processes|Service catalogue|Value
Published 23 Sep 2016
Susie Farquhar discusses why ITIL is “not only for big organizations” and can be used by organizations of any size. Is ITIL only for large organizations? Over the years in my consulting role I’ve encountered a number of people who believe ITIL isn’t for their organ...
IT services|ITIL|Processes|Roles|Service catalogue|Value
Published 09 Aug 2017
From medical, banking and automotive, to retail and hospitality, ITIL ® best practice is being used in more and more industry sectors to improve business performance. Why is this happening? Because ITIL is a proven industry best practice that takes a holistic view of p...
Continual Service Improvement (CSI)|ITIL|Knowledge management|Processes|Service catalogue|Value
Published 15 Mar 2019
AXELOS guest blogger, Charlotte Morison, has been providing training and consultancy to companies for more than 15 years, helping them satisfy customers and achieve strategic objectives through improving business processes including IT services and functions. How effecti...
Incident management|IT service management (ITSM)|IT transformation|ITIL|Service catalogue|Service desk|Training
Published 26 Apr 2018
ITIL ® Practitioner was launched two years ago, expanding IT service management (ITSM) practitioners’ capability to deploy and derive value from the ITIL framework . Since then, how has the guidance helped people on the frontline of delivering IT services? AXELOS sp...
Best practice|Continual Service Improvement (CSI)|Customer needs|Frameworks|IT Service Management (ITSM)|ITIL|Service Management