ITIL Tattle

ITIL Tattle

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

Category: Culture

The sketch shows a general store front. Whilst it functions perfectly adequately for a film set, if you wish to buy vittles [1] you will be disappointed! What we may think of as Service may not be. It may be just a function. So what is the difference between a Function and a Service? Can […]

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 […]

A Look Back This week the blog is a celebration of how far we have come on our ITIL® journey. Sometimes it has been a winding uphill road but perhaps blue sky is ahead… It might seem an odd time to reflect but as the University has just passed through arguably the busiest time of […]

Two weeks – two conferences and a blog post on two recurring themes: ITIL® 4 and Self-Service Portals. Last week was an itSMF meeting at Glasgow University. This week the UniDesk 2019 Conference up at University of Highlands and Islands at their main Inverness campus. Conferences provide a great opportunity to network and find out […]

Why Saying No Is OK Good service is all about knowing what service you offer and knowing how to deliver it. The corollary is that, knowing what you don’t offer, and saying “No” to our users quickly is every bit as important. Are You A Caller? Perhaps you have calls in where you are the […]

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