ITIL/ITSM/ISO 20000 Archive
ITIL® is the most widely adopted ITSM (IT service management) framework in the world. Let’s take a look at what the ITIL framework covers, how it helps organizations and where you can get starting when implementing its requirements. What is …
With 5 million certified professionals, ITIL® is the most widely used ITSM (information technology service management) framework globally. The latest version – ITIL 4 – was released by AXELOS® in February 2019. It’s an entirely new approach to ITSM and requires practitioners …
The relationship between a business and the traditional IT service provider has sometimes been fraught with conflict born from a lack of mutual understanding and, as a consequence, poor delivery of IT services. This leads to blame and mistrust from …
What is culture? The Oxford English Dictionary says it is: The ideas, customs, and social behaviour of a particular people or society In any organization or group of individuals there are learned and shared patterns of behaviour or shared values which give us the culture of …
Communication is key to the success of any service management initiative. To reach your return on investment goals, you need to influence your team and your customers’ attitudes and behaviours. Investing your time and energy into planning is well worth …
The culture of an organization defines how it works. The team’s attitudes and behaviors are critical components of the culture, and they define how the work is completed. With any ITSM-related initiative, how work is completed will change. To be …
The relationship between a business and the traditional IT service provider has sometimes been fraught with conflict born from a lack of mutual understanding and, as a consequence, poor delivery of IT services. This leads to blame and mistrust from …
I’ve noticed that the service management sectors in Europe and the US differ subtly in their use of terminology: while the term ‘adoption’ is predominantly used in Europe when referring to ITIL® projects, ‘implementation’ is widely used through America. It …
Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management is the first book to provide guidance on creating an integrated IT service management (ITSM) system based on the three leading service management …
