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 […]

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 […]

“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, […]

      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 […]

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 […]

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 […]