ITIL Tattle

ITIL Tattle

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

Author: rgormley

A few weeks’ ago, I asked the question, “Is our knowledge management best practice?“, although I left the answer as an exercise for the reader… If you thought that our current practice could do with improving, but didn’t know where to start, I’m going to propose an alternative operational approach, drawn from Knowledge-Centered Service, some […]

What is best practice within Knowledge Management and what is our practice?  ITIL (circa 2002) covered Knowledge Management in one of the books no one read (Application Management), so it was quietly ignored until v3 when it appeared as a “new process” within Service Transition (2007). The ITIL 4 summary (2019) is comprehensive, “Knowledge management […]

“Where are you?” might be a common question, but how does that apply to processes?  The answer is “not at all”! Let’s consider a basic process.  Something will trigger the process, then there will be inputs, some sort of activity or task to perform, then outputs.  Good processes will have feedback loops, governance, etc. However, […]

In keeping with Betteridge’s law of headlines, the answer is of course, “no”.  However that’s only down to the inclusion of “just”! Processes indeed offer comfort, security and (re)assurance to organisations.  Going back to ITIL v2, the IT Service Continuity process had the “cushion of assurance” within operational management. Embedding operational processes (and similar organisational […]

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 […]

With Christmas rapidly approaching, I’m sure many of you will be looking forward to enjoying a whodunit, whether in print, film or game. I’d already referenced Holmes when introducing Kepner-Tregoe problem analysis and by popular demand have been asked to tell a story. So settle down and grab a mug – are you’re sitting comfortably?  […]

Doing certain things now will give us breathing and thinking space to assess our next response. First aid training includes a pre-prioritised list of immediate actions. Battlefield medics use MARCH, which in priority order means: Massive hemorrhage – if this isn’t stopped rapidly, everything else is in vain Airway – ensure an airway, as without a […]

Whenever someone asks me for a report, my response is usually “Why?  What do you wish to achieve?” I’m not (just) channeling my inner Mordac, rather I’m trying to make the outcome as beneficial as possible. Firstly , a report always answers a question, but that question may be unstated or ill-defined. Secondly, the underlying […]

For his last few blog posts (notably in last week’s blog), James has been teasing about the ITIL “Guiding Principles” highlighted in the current iteration (ITIL4). Whilst I feel like a drum roll might now be anticipated given the build-up, these principles are not new and indeed are common sense!  I’ve often felt that a […]

One aspect of our mission to discover, develop and share knowledge is going to become very tangible again next week… In many ways this past week has been a week of preparation, of anticipation and perhaps a little trepidation (and not just for the new students or their parents!). There are few organisations who have […]

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