If You Went On an ‘ITIL Journey’
You Shouldn’t be Surprised if You Got Lost…. We’ve all heard the story (or a variation of it): “In order to address growing complaints from
Michael Keeling
April 5, 2022
ITIL
Explore one of the most popular IT Service Management frameworks. ITIL is one of the most written and talked about topics in the ITSM community. ITIL helps organizations streamline the process of planning, selecting and implementing IT services to achieve specific business goals. Our articles cover key concepts and information related to ITIL.
ITIL + SDGs= Sustainable IT?
ITIL and SDGs = sustainable IT? is written and illustrated by Dr Tuuli Bell Figure 1: A change of perspective helps re-frame problems. Digital innovation
Tuuli Bell
January 12, 2022
Is ITIL Worth It?
For the past 30 years, the IT Infrastructure Library (ITIL) has been promoted as “the standard” for how IT organizations should operate. Companies have adopted
Ryan Schmierer
February 18, 2020
Service Management in a Changing World
I think that most people would agree that service management is in the midst of a period of exciting and significant change. But are these
Erin Casteel
September 3, 2018
Change Management – Now You Know What it is, it’s Time to get Started!
Congratulations! You know what change management is. Now it’s time to set up the process in your organization. There are essentially two ways to start
Anthony Orr
August 31, 2017
How Does Your Story End? Is it Time for Another IT Hero?
I keep hearing about the power and importance of story telling. I am obviously lousy at it! I have been banging my head against a
Paul Wilkinson
August 7, 2017
Redefining Change Management in the Digital Age
Change management describes exactly what its name suggests – the management of change. It is an inevitable catalyst that propels us into new territories with
Ewelina Marek
August 2, 2017
What is Problem Management? & How to Start it?
This is the second part of a two-part blog series. The first installment looked at Change Management. Unlike change management, a solid problem management process
Phyllis Drucker
June 23, 2017
Finding Excellence: Looking at Change Management
Implementing and benefiting from service management processes is most definitely a marathon, not a sprint, with value to be gained along the way. In my
Phyllis Drucker
June 22, 2017
Why Proactive Incident Management is important
What are you waiting for? Recently intercepted and decrypted conversation between Batman and Superman: Batman: “Luthor has a bomb planted in Metropolis Central Station, set
Michael Keeling
December 27, 2016
The End of Incident Management (as we know it!)
Can you imagine an ITSM world without Incident Management? While important, Incident Management (IM) is one of the most inefficient (and sometimes ineffective) ITSM processes.
Doug Tedder
November 29, 2016
Five Service Desk Tips for Your Organization
The effectiveness of your services depends on various factors that you must always keep in mind, as well as how solutions, such as service management
Nancy Van Elsacker Louisnord
November 13, 2016