Organizations need to think holistically when they’re designing and managing customer service. ITIL® defines four dimensions that together are essential for delivering value to customers and other stakeholder groups. They are: Information and Technology Organizations and People Value Streams and Processes Partners and Suppliers Information and Technology According to a popular motto, “information is the […]

Communication is the cornerstone of IT service management. Good communication can drive teams towards a common goal, improve collaboration and foster holistic work practices, all while building trusting relationships between staff and clients. The importance of communication skills can be seen in each of the 7 guiding principles it ITIL and is relevant in every […]

1. ITIL is a standard to adhere to There is a common misunderstanding that ITIL is a strict set of procedures and processes that must be followed, otherwise, it’s not ITIL. Despite what some may think, there is no ‘ITIL standard.’ ITIL doesn’t make any steps towards enforcing a strict regime of procedures and rules. […]

ITIL is a service-provision framework and best-practice methodology that aids the implementation of IT services. There are five phases in the ITIL v4 service lifecycle: Service strategy, service design, service transition, service operation, and continual service improvement. 1. Service strategy The Service Strategy stage of the Service Lifecycle gives guidance on how to design and […]

Service Support is a major part of IT Service Management. It includes the processes necessary to ensure service quality. These processes manage problems and changes in the IT Infrastructure and are technical in nature. ITIL service Support forms part of the ITIL Foundation curriculum. ITIL Service Support is made up of the following parts. Service […]

ITIL Service Delivery is one of two disciplines that make up ITIL Service Management and is covered as part of the ITIL Foundation course. ITIL Service Delivery assists the smooth delivery of an IT service to a customer. Service Delivery brings business and IT management together to benefit the company as a whole, eliminating the […]

The roles of risk and security are key elements within responsible service management. They interlink across the whole of the service management discipline. How do you ensure therefore that security is appropriate for your needs? How do you apply a security baseline throughout your operation? Essentially, how do you ensure that your services are secure? […]

ITIL is the world’s most used IT Service Management (ITSM) approach. ITSM refers to how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. The core concept of many ITSM strategies and frameworks is the belief that IT […]

ITIL is a comprehensive and holistic approach to IT service management. The full list of ITIL terminology includes hundreds of terms, some of which are unique only to ITIL. Below we’ve listed those terms used most commonly in connection to ITIL. ITIL Information Technology Infrastructure Library is a set of best practices used by many […]

In IT service management, governance dictates the directions, policies, and rules that businesses use to deliver and maintain IT services. Every organization takes direction from a governance body, be it a single person or group of people. Those responsible are held accountable at the highest level for the performance and compliance of the organization. The […]