ITIL

ITIL | News, how-tos, features, reviews, and videos

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DevOps? I can’t even open the wrapper!

Many organizations have failed – or are failing – to deliver value through their services because they can’t “unwrap the soap.”

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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...

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ITIL 4: ITSM gets agile

Launching in Q1 this year, ITIL 4 is a major overhaul of the popular ITSM framework that adds more clarity for businesses trying to automate, streamline and implement ITSM processes.

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Making IT processes effective for the digital age

Does how IT runs itself matter to their firm’s digital transformation plan?

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User vs. service incidents: what's the distinction?

Think gymnasium and magnesium. They rhyme, but they’re different.

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Revitalizing ITSM with a new ITIL framework

With the excitement of a new version of ITIL (IT infrastructure library), there should be a resurgence of interest in ITSM (IT service management) as well.

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Instead of IT processes, maybe it’s time to think about capabilities…

Or, why processes aren’t as cracked up as we think they are.

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ITIL and agile are not always the best of friends, but they sure are not enemies

Agile sounds quite opposite to the strict ITIL processes, they can work together pretty well in IT service management.

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The service desk of our times

The evolution of intelligent service management, and why AI has brought enterprises to the cusp of the next transformation.

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Guilty as charged

Even when users agree to your standard IT measurements you can’t assume your measures are predictors of satisfaction.

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What is ESM? When service management evolves beyond IT

Enterprise service management is the application of ITSM concepts or ITIL to processes in different service departments across an organization.

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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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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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