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5 Steps to a Better Problem Management Process

Posted by Hannah Price
on November 1, 2018

If you’re looking to improve your problem management process, while juggling it with incident management, then striking a balance between them is key. And luckily, it’s not too difficult to achieve! Here Hannah Price shares her top 5 tips for both reactive and proactive problem management success.

Change Management: Creating a “Brutally Efficient” CAB

Posted by Jan Vromant
on October 16, 2018

A successful Change Advisory Board (CAB) is a disciplined one! Looking at attendance, process, and other governance aspects, Jan Vromant suggests a set of rules to follow for success that will enable you to transform your CAB into a BECAB – or “brutally efficient” CAB.

How Important is ITIL, and Other Certifications, to IT Service Desk Staff?

Posted by Stephen Mann
on September 26, 2018

How relevant is ITIL right now, especially for IT service desks and service desk agents? If you want some hot-off-the-press insight, new research data from HDI – in its 2018 Technical Support Practices & Salary Report – offers two perspectives on the value of ITIL certification to North American service desk agents.

5 Tips for Creating an AI-Assisted Knowledge Exploitation Capability

Posted by Stephen Mann
on September 20, 2018

How can your IT service desk start using AI-assisted knowledge capabilities to improve the level and quality of its knowledge-sharing success and increase end-user satisfaction? Here we dive into the fundamentals and how to best use this “new” technology.

Change Management: Who Should Approve a Change?

Posted by Jan Vromant
on September 4, 2018

Should the person you’re asking to approve a change request actually be able to stop a change from occurring, even if everyone else agrees it should occur? This article aims to help you understand who in your organization is best positioned to approve changes.

5 Tips for Preparing for The Future of ITSM

Posted by Takashi Yagi
on August 21, 2018

Here we look at the current state of ITSM and ITIL adoption and also look ahead to advise on how we – globally – need to change to prepare for the future of ITSM. Plus we share tips on how to start your future ITSM career – either as a newbie or someone who is eager to change with the times.

Adopting ITIL: The Process Edition

Posted by Kaimar Karu
on August 14, 2018

We must stop treating the processes in ITIL as discrete units, where “paint-by-numbers” is a viable approach, says Kaimar Karu. Remember: it’s not about processes, it’s about value and services, and the “how” of every process or concept matters only when the “why” is first successfully addressed.

Change Management: Change Notification vs. Approval

Posted by Jan Vromant
on July 19, 2018

Change management processes and procedures should be created from the ground up, with scalability, standardization, risk mitigation, and efficiency all at the core. But when defining your process, how do you know when a change notification is sufficient and when an approval is required for a change?

The Current State and Future of ITSM and ITIL in North America

Posted by Troy DuMoulin
on July 10, 2018

In this article ITSM authority Troy DuMoulin of Pink Elephant discusses good and poor ITIL behaviors in North America and what the world can learn from them; in addition to how he sees the new version of ITIL helping people in the future.

14 Tips for ITSM Knowledge Management Success

Posted by Stephen Mann
on June 21, 2018

This article discusses a variety of common barriers to knowledge management success – from getting started to day-to-day operational challenges; and offers up a variety of advice to get your knowledge management journey right, exploit existing knowledge, and avoid common “people” issues.

ITSM and Knowledge Management – Current Success Levels

Posted by Stephen Mann
on June 7, 2018

What is the current take up of knowledge management across the globe, how does it differ by location, and what does this research indicate about ITSM and knowledge management in general? This article explores.

When Are We Going to Stop Lying to Ourselves? No One is Going to Do All of ITIL

Posted by Matthew Burrows
on June 5, 2018

This article looks at how the ISO/IEC 20000 international standard for ITSM can help organizations to make the most of ITIL best practice or any other approach. Read on to find out more.

ITIL Knowledge Management for the IT Service Desk – 18 Benefits

Posted by Stephen Mann
on May 23, 2018

Knowledge management as a corporate capability is nothing new, but still too few organizations are realizing its value (or doing it badly). Here we look at 18 benefits of knowledge exploitation from the perspective of business outcomes, operations, people, and customers.

How to Adopt a Light Version of ITIL’s Change Advisory Board

Posted by Ricardo Lima Neves
on April 10, 2018

A Change Advisory Board doesn’t need to be complicated. This article offers up a set of simple actions that will help to provide a light version of a CAB in any organization.

Garry Protter and the Order of ITIL Change Management

Posted by Vladimir Leinov
on March 8, 2018

See how ITIL change management works in real life – practical advice, with a pinch of drama. Read more about Garry Protter here.

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