The ITIL Team celebrates its first birthday on February 1st and this week we’re reflecting on our first year of existence and looking to what comes next for us. It’s been a busy old year, so grab a hot drink and settle down to read what we’ve been up to. The Team The one thing […]

There’s a key distinction that’s often missed, between a failed Change and a failed Release (hereafter, referred to as an Adverse Release). It’s the difference between making a mistake about whether a Change will deliver value, and making a mistake in the execution of that Change. Although the value proposition is important – fundamental, you […]

Everyone deals with problems but not everyone can measure how well they deal with problems. To measure you need a clear, shared Problem Management process. If using a dedicated Problem Management function is new to you then the first challenge is identifying all the problems and known errors. Some problems will be well known – […]

Since 2007, the University of Edinburgh has trained many staff in Service Management best practice. 565 attendances on a Foundation in IT Service Management course (8 years of staff time) 178 attendances on a Practitioner or Intermediate course (3 years) 7 staff trained to Manager or Expert level (15 weeks) Training fees are in the […]