Information Technology Infrastructure Library (ITIL)

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Enterprise service management: what’s in a name?

To get people onboard for the changes required of enterprise service management, you might want to consider using different terminology. The name of frameworks, principles or solutions matters more than we realize.

puzzle / teamwork / strategy

It was never about ITIL

Really. It never was.

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Is this ITIL’s last gasp?

For any service management framework or approach to remain relevant, their core focus must be to help shift and reorient organizations away from systems-centric or even service-centric operating models to customer-centric ones.

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What is ITIL? Your guide to the IT Infrastructure Library

ITIL is a framework of best practices for delivering IT services. ITIL’s systematic approach to IT service management can help businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a...

6 quality over everything

Are SLAs no longer relevant?

Service Level Agreements (SLAs) are a key element of ITIL Version 3.0 and a part of the align, plan, and organize function of COBIT 5. But are they still relevant? Or do we simply need to change what they are about and measure?

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The tyranny of the VIP

And some suggestions on how to avoid it.

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Having a go at ITIL's flow

Many IT shops don’t quite follow ITIL's proposed lifecycle flow. They “live” mostly in operations, and transition is performed poorly. But what would happen if we looked at ITIL's flow from another perspective?

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