ITIL Tattle

ITIL Tattle

Blog posts on ITIL and ITSM news and best practice from the ISG ITIL Team

Author: jjarvis

ITIL(R) V3 Expert with over 20 years University experience across colleges and support groups. Service Catalogue Manager for Information Services. Extensive student facing experience as a warden and coach to the University Hare & Hounds (running) Club. PhD from the University of Edinburgh. Research publications in occupational medicine, computational chemistry, pharmacology and earth sciences. Teaching experience of computing systems and programming/scripting languages. Extensive voluntary work for Duke of Edinburgh Award expeditions with Mountain Leader and NNAS Navigation Tutor qualifications

Spring Is Just Around The Corner… Whilst cycling in this morning there was still snow on the hills but also signs of spring just around the corner… In nature spring is a time of rapid change and this change is often cruel and time bound. The crocuses in the picture are in a race against […]

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 – […]

Blog posts have a time and place. Each week we check who is doing the blog and wait with baited breath on what little ITIL gems will result. we try to be with Zeitgeist, if that word is still in fashion? You will be reading this on Friday but it is written on Thursday. A […]

The sketch shows a general store front. Whilst it functions perfectly adequately for a film set, if you wish to buy vittles [1] you will be disappointed! What we may think of as Service may not be. It may be just a function. So what is the difference between a Function and a Service? Can […]

A Look Back This week the blog is a celebration of how far we have come on our ITIL® journey. Sometimes it has been a winding uphill road but perhaps blue sky is ahead… It might seem an odd time to reflect but as the University has just passed through arguably the busiest time of […]

With a forward look to future article on the ITIL 4 Guiding Principles, this weeks article is a click-bait inspired list. There is no real subjective data here – it is an experiential polemic (posh word for a rant). 1. Proceed without securing senior management buy-in It seems obvious but this important. Fortunately, within Information […]

ITILTattle’s first guest blog poster is Alex Carter – Head of Service Management With Welcome Week and start of semester underway, Information Services Group have a team of dedicated student helpers available to support new and returning students at the Main Library. Survey data and anecdotal feedback shows that this has been well received in […]

Do you remember September 2018? Is it just a blur? This week’s blog will look at what our University Service Support tool data tells us about last year with the Student Experience being the focus. It will also attempt to predict what may happen this year! For many parts of the University, September represents the […]

Introduction In a less enlightened age, when computers were something seen on Star Trek and toys made from plastic could be purchased without guilt, a game Guess Who enjoyed a brief few years of popularity.   We now live in a world of high tech and high expectation. Paradoxically Big Data has made us less […]

Two weeks – two conferences and a blog post on two recurring themes: ITIL® 4 and Self-Service Portals. Last week was an itSMF meeting at Glasgow University. This week the UniDesk 2019 Conference up at University of Highlands and Islands at their main Inverness campus. Conferences provide a great opportunity to network and find out […]

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