ITIL – especially from v2 onwards, has always been essentially process-driven. The initial process focus was on two basics: service support and service delivery – i.e. providing all operative processes necessary for the handling of service interruptions and changes,...
Whatever the latest trends in ITSM – and indeed ITIL – at the heart of the matter is still the resolution of issues, ticketing, AKA incident management. The most common scenario: something doesn’t work and the user needs help as quickly as possible, so they report it...
One of the potential pitfalls for an ITSM software vendor, in having such a significant public framework – in the shape of ITIL – to construct its solution upon, is in adhering too closely to those guidelines. It could also be described as a “lazy” approach to...
The past three decades has seen four major incarnations of the ITIL framework, from its origins in the late 80s, to V4 released in 2019. Each has built on the previous framework, sometimes in very much an evolutionary mode, but with ITL V4, that evolutionary stance...
When ITIL first emerged, it was very much a framework – a guiding hand – for building a service desk solution around. Yet even in its V1 iteration from the 1980s – defining the basic processes of service support and delivery – it hit upon a number of basic...
It’s called Enterprise Service Management, though you could equally call it ‘adaptability’. Either way, Enterprise Service Management – ESM – vs ITSM is an ever more common practice. ESM is applying the principles and enabling technology of Service Management, more...
For many organisations, how to make self-service work has been on the agenda for years. And that’s hardly surprising. The benefits are supposed to be huge, ranging from cost savings to higher user satisfaction. But if you’ve ever tried to implement ITSM self-service,...
After all those years of talk about crisis management, risk mitigation and disaster recovery, along came Covid-19 and the world was shocked, seemingly overnight, into making its plans a reality. For IT services teams, the 2020 pandemic meant swift action to firstly...
Adapting to COVID with ITSM tools. As the COVID-19 crisis runs its course, IT service departments and IT Service Management software have taken the strain of managing the required change in working practices. Enabling the relocation of a working population from an...
