Blog - Sunrise Software
ITIL Certification – what and why?

ITIL Certification – what and why?

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 Framework – what and why?

ITIL Framework – what and why?

ITIL has always been designed as nothing less – and nothing more – than a framework to build service management around. Indeed, the original definition – and goal – of ITIL was literally to develop a framework for efficient and financially responsible use of IT...
ITIL Process – what and why?

ITIL Process – what and why?

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,...
Incident Management and ITIL

Incident Management and ITIL

Whatever the latest trends in ITSM – and indeed ITIL – at the heart of the matter is still the resolution of issues, AKA incident management. This is equally applicable outside of the IT domain, as service management spreads enterprise-wise; the basic concept of...
ITIL vs ITSM – Getting The Balance Right

ITIL vs ITSM – Getting The Balance Right

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...
ITIL V4 – What is it and what’s important?

ITIL V4 – What is it and what’s important?

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...