In this article, Akshay Anand discusses the what, why and how of the eagerly awaited 2018 ITIL update. (more…)
best practice
NHS Digital story of transformation
NHS Digital has been on a journey of transformation, using a blend of management practices including service management, agile and DevOps to help it deliver better IT services. In this session, Craig Johnson explains why it needed a new approach, and how it has benefited from a ‘digital’ view. Claire Agutter will discuss how VeriSM, […]
Five best practices to improve your incident management
The ability to respond effectively to incidents is a core, yet often unheralded IT capability. Paul Buffington explains the 5 best practices your team can apply to lower incident response time and improve quality. Leveraging tools such as Agile, DevOps, automation, Runbooks, and ChatOps, this practical session teaches you all the best practice you need.
BCS pledges to put professional community at the heart of service management
It may be unheralded, but service management is critical to delivering many vital elements of public life. David Evans of BCS explains why community and the VeriSM approach will ensure the discipline continues to deliver value. (more…)
Is ‘specialism’ the future of ITSM improvement?
It’s no coincidence that best practice is moving towards a specialism approach. As IT has become more complex, more important and more nuanced, the ‘big hit’ approach has become unrealistic. James West explains the future of ITSM improvement. (more…)
Claire Agutter introduces VeriSM™
VeriSM is a new approach to service management gaining significant attention. We spoke to Claire Agutter, the chief architect of VeriSM to find out what she hopes it will achieve and what we can expect when it rolls out. (more…)
Can frameworks help you build a successful IT career?
IT service management professionals must stop settling on “one way of doing things” and instead holistically view which frameworks and guidance can help them develop a fulfilling career. Toby Moore, community manager of AXELOS Global Best Practice, says that while certification is vital to underpin and validate knowledge, the important skill is translating what has […]
8 tips for delivering world-class, customer-focused service management
Ilse Passet of Focus Group Europe says that world-class service management can save time, decrease costs and improve employee satisfaction, and here offers eight steps to greatness. In the broad sense of the word, service management refers to a customer-focused approach to delivering services. Traditionally, this approach has been applied to the IT department but recently […]
IT4IT and my personal journey of enlightenment
It’s been one year since Tony Price of Hewlett Packard Enterprise introduced the prescriptive architecture for business IT, and since then, his journey to enlightenment has continued. Here he describes why IT4IT continues to impress and could soon become more significant than ITIL. In my blog last year for SITS15, Does ITIL Fit within the New Style of IT, […]
Becoming a world class service desk part 1: communication
Lorraine Brown won plaudits for transforming the service desk performance at University of St Andrews. In the first of this three part article, she shares some of the secrets that helped her team excel and become world-class. The service desk is the harshest and the most exposed functioning environment in the world of IT. There […]