ITIL

ITIL is the most widely used ITSM framework that offers best practices for delivering IT services to your customers. While ITIL has its foundations in the IT world, its principles can also easily be used outside of it, within Facilities or HR departments, for example.

What happened to the ITIL service lifecycle in ITIL 4?

Spoiler alert: the ITIL service lifecycle is gone in ITIL 4. But don’t worry: it isn’t dead and you can still use it. Find out what your three options are.

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ITIL service value system in practice

ITIL 4: the new service management bible?

Last week saw the publication of the first part of ITIL 4: ITIL Foundation. This long read answers all your burning questions. Such as: What’s new in ITIL 4? And does the new ITIL version help you adapt to developments such as agile and DevOps?

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ITIL in practice: service desk employees taking calls

ITIL 4 is coming. What is it, and is it still relevant?

ITIL 4 has been launched. What will be changing? And is ITIL still relevant or not? We asked Bas Blanken, service management consultant & agile expert.

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In at the deep end with MSP's

Better Contract Management for MSPs

You’re the new Managed Service Provider and you’ve signed the contract. Let’s put that contract in a file. But is that really the best thing to do?

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ITIL service value system in practice

Using ITIL as a Framework and not a set of rules

With frameworks such as ITIL, there is a lot of reading of the guidelines and little actual consideration of how the organisation works. This causes problems.

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Agile in an office environment

An agile approach to your service catalogue

Your service catalogue only has value for your organization when it’s up to date. But how do you ensure that your team actually makes time to regular update the service catalogue? My advice: an agile service catalogue.

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An example of a simple customer journey map

Ready to start customer journey mapping? Find out what happens when Oliver requests a laptop from your IT department with our simple customer journey map!

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Merging service desks

The major factor that makes a good service desk employee

Intrinsic motivation is the major factor that makes a good service desk employee. But how do you select team members based on this character trait?

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