White paper
Published 02 Oct 2019
This paper explores Service Design and Problem management as part of risk management and how risk management is part of Continual Service Improvement.
Continual Service Improvement (CSI)|ITIL|Problem management|Processes|Risk management
White paper
Published 05 Oct 2019
This paper assess governance and management in the context of ITSM where it is about directing, monitoring, and evaluating the activities in the Service Value Chain, and the resources in the Four Dimensions of IT Service Management.
Governance|IT service management (ITSM)|IT services|ITIL|Management|Service management
White paper
Published 19 Nov 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.
IT service management (ITSM)|IT services|ITIL 4|Service catalogue|Service desk|Service management
White paper
Published 22 Oct 2019
0.5 CPD Points
This White Paper describes how Management of Risk: Guidance for Practitioners (M_o_R) can be applied within organizations that are responsible for delivering public services.
Best practice|Capabilities|M_o_R|Management|Processes|Risk Management
White paper
Published 05 Nov 2019
0.5 CPD Points
The purpose of this White Paper is to introduce the concepts for an effective way of managing services in a multi-supplier environment.
Best practice|Governance|IT investment|IT Service Management (ITSM)|ITIL|Service Management
White paper
Published 22 Oct 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
White paper
Published 22 Oct 2019
0.5 CPD Points
This White Paper introduces the concept of SIAM as a ‘King’ and describes how it gives service providers the governance and freedom they need.
IT Service Management (ITSM)|IT services|ITIL|Processes|Service Management
White paper
Published 02 May 2019
Intelligent disobedience is the act of breaking the rules to do the right thing. This paper assesses where an intelligent disobedience approach can benefit staff and organizations and how it can provide a source of future guidance.
Behaviour|Benefits realization|Business solutions|IT service management (ITSM)|IT services|ITIL|Service catalogue
White paper
Published 22 Oct 2019
This article shows how ITIL Practitioner guiding principles Start where you are, Collaborate and Keep it simple, can help IT service operations teams improve services.
Collaboration|IT Service Management (ITSM)|IT services|ITIL|Processes
White paper
Published 22 Oct 2019
0.5 CPD Points
In this White Paper Kevin Holland describes one example model for effective SIAM.
Governance|IT Service Management (ITSM)|ITIL|Service Management