Hello, remember us? ITIL Tattle? We’ve been gone for a while and during that time Autumn has well and truly arrived. We’re now all adjusted to the new world and ways of working, our students are back studying and we’ve achieved a lot of great things since James last blogged back in September. In his last […]

The concept of a team that primarily deals with Service Management best practice and process development is not a new one. Many corporate organisations have had a team of this sort for over a decade and several UK Universities have been working for a number of years with guidance from their Service Management team. Here […]

Over the last  few weeks the ITIL Team have been talking a lot more about Second Line Support, we’ve been blogging about it, talking about it and James has even created a video about

Did you know that if you report a problem with your email account there’s the potential that up to 7 teams could end up working on your problem to ensure its resolved? You probably didn’t and, if we’re delivering quality services nor should you. Did you know that there are 8 directorates made up of […]

Two weeks ago Robert asked us to consider if our Knowledge Management practice is best practice and to consider how we can  move our current Knowledge Management practice closer to best practice. As a reminder, in ITIL4 Knowledge management aims to ensure that stakeholders get the right information, in the proper format, at the right level, and […]

Hello ITIL Tattlers! This week finds us bringing you ITIL Tattle in unprecedented times and it’s now more than ever that process and routine can help people adapt to the strange world we find ourselves in. Most of us are trying to adapt to ways of working from home, whether that be working out a […]

      This week I’m getting the ITIL deLorean out and taking us back to 2015, when Gavin McLachlan our CIO first set out his plans for Service Management in Information Services (ISG) at the University of Edinburgh. It was Gavin who first introduced the idea of Service Management roles, focussing on 3 specific […]

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 […]

Long time no see ITIL Tattlers! The medical theme in Robert’s post last week has encouraged me to resume blogging duties. His post cleverly applies First Aid principles to ITIL and I’ve had cause over the last few months to have a lot of interaction with our amazing NHS, so I’d come to the same […]

In my last post  I spoke about the different types of calls that we see here at the University of Edinburgh and this post is an expansion on the topic, where I’ll explain more about the considerations that we need to make when handling different types of calls and what makes each call type unique. […]