From day one of ITIL, certification schemes have gone hand in hand with those service management delivery guidelines. Obviously, with each iteration of ITIL, so those schemes have changed and advanced to reflect the changes, but have always followed a modular approach...
ITIL has always been designed as nothing less – and nothing more – than a framework to build service management around. What is ITIL and why follow the framework? Indeed, the original definition – and goal – of ITIL was literally to develop a framework for efficient...
ITIL – especially from v2 onwards, has always been essentially process-driven. What are ITIL processes and why follow them? The initial process focus was on two basics: service support and service delivery – i.e. providing all operative processes necessary for the...
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. What does Incident Management mean in ITIL? The most common scenario: something doesn’t work and the user needs...
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. What’s important in ITL v4? Each has built on the previous framework, sometimes in very much an evolutionary mode, but with...
When ITIL first emerged, it was very much a framework – a guiding hand – for building a service desk solution around. ITIL framework evolution Yet even in its V1 iteration from the 1980s – defining the basic processes of service support and delivery – it hit...
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,...
