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ITIL Tattle

ITIL Tattle

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

Category: ITSM

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 […]

This time last year the blog post I Know What You Did Last September looked at 2018 data and made predictions for September 2019. At that point I was confident that the September 2019 data would inform the September 2020 data… but back in March the world was turned upside down. As an aside, when such calamitous […]

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 […]

The concept of a team that primarily deals with Service Management best practice and process development is not a new one. Many corporate organisations have had a team of this sort for over a decade and several UK Universities have been working for a number of years with guidance from their Service Management team. Here […]

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 […]

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 […]

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 […]

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 […]

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 […]

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