ITIL Tattle

ITIL Tattle

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

Author: lisamc

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. […]

The word “Incident” has been used for many years at The University of Edinburgh. We used it in our original Call Management tool Remedy, then in CMS and when UniDesk our current ITSM tool launched, our individual tickets were called “Incidents”. This never really sat well with the ITIL aware among us and so, in […]

ucisa (That lower case U is not a typo!) is an organisation which the University of Edinburgh has been a member of for a number of years, but it’s one that you might not know much about. ucisa is the member-led professional body for digital practitioners within education and encourages FE and HE organisations to […]

Over the last 12 years, we’ve had 516 University of Edinburgh staff complete ITIL Foundation training and at the end of May, we ran our first ITIL4 Foundation, adding another 14 names to the list. I was one of the attendees on this course, sitting an ITIL Foundation for the third time (I can tell […]

  ITIL has been designed to use a common language to describe processes and functions as clearly as possible. Incident Management is a good example of this.   Incident Management is the most mature of the ITIL processes that we use here at The University of Edinburgh. The process was designed in collaboration with the University […]

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