by Gina Headden Until recently, ITIL hovered at the edge of my known universe. Imagine my surprise, when on secondment to the team, I discovered that ITIL plays a crucial role in the University. Like the sun in our solar system, it’s central to maintaining order in what might otherwise be chaos – whether we’re […]

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 […]

I wrote last year about the benefits of reducing duplication in my article “Please Submit in Triplicate”, and the idea behind the article was to look at the ways we might reduce the amount of unnecessary work that we do. The article was very much focussed on paperwork, as the title suggests, and took a […]

When I first took on the Change Manager role it was a new position, and so a lot of my initial work concentrated on developing Change and Release Management in Information Services. In the first few weeks, I arranged a number of visits and video conferences with colleagues in other UK Universities, to get a […]

There’s an interesting wrinkle that you see over and over in formal implementations of service management; they typically struggle with self-evaluation. It can actually lead to something of a credibility gap, because service management implementations might initially seem to be unsuccessful at the very thing they’ve been promoted to address. Here’s how that can happen. […]

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 […]

Sometimes even the best planned work can go wrong. Often you can identify the best planned work not by its resistance to failure, but by its resilience or recovery in the face of it. Reducing the likelihood of things going wrong is one part of planning for a change. Reducing the consequence if the worst […]

Every organisation will have something that appears to be straightforward but somehow they make a mess of it! And what is more frustrating is that it is easy to articulate the problem yet the solution is far more complex. Often these seemingly straightforward issues have the characteristic of being an event that may be anticipated […]

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 […]

What is a Forward Schedule of Change? In short, it’s a document that lists Changes and their planned implementation dates. Interestingly, the term “Forward Schedule of Change” hasn’t been used officially in ITIL since v2. For ITIL v3 it was updated (in name only) to “Change Schedule”, and that terminology has remained in ITIL 4. […]