ITIL Tattle

ITIL Tattle

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

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 […]

Do you remember September 2018? Is it just a blur? This week’s blog will look at what our University Service Support tool data tells us about last year with the Student Experience being the focus. It will also attempt to predict what may happen this year! For many parts of the University, September represents the […]

In my last post  I spoke about the different types of calls that we see here at the University of Edinburgh and this post is an expansion on the topic, where I’ll explain more about the considerations that we need to make when handling different types of calls and what makes each call type unique. […]

Prepnicalities is a horrific portmanteau that I’ve created just for the purposes of this blog post. It’s such an awful combination, that I’m hoping it’s memorable. Or at least, that it sticks in your craw long enough for me to illustrate the concept I’m outlining in this post. The thing is, considering Changes isn’t usually […]

The majority of people don’t want to plan. They want to be free of the responsibility of planning. B. F. Skinner (Walden Two) I once heard a senior manager declare that they didn’t consider disaster planning useful as their staff did their best work under pressure… So, why should we plan?  I think we may […]

The word “Incident” has been used for many years at The University of Edinburgh. We used it in our original Call Management tool Remedy, then in CMS and when UniDesk our current ITSM tool launched, our individual tickets were called “Incidents”. This never really sat well with the ITIL aware among us and so, in […]

Introduction In a less enlightened age, when computers were something seen on Star Trek and toys made from plastic could be purchased without guilt, a game Guess Who enjoyed a brief few years of popularity.   We now live in a world of high tech and high expectation. Paradoxically Big Data has made us less […]

Both Robert and I have recently talked about Risk, which is one of the key factors we use to categorise Changes into Minor, Significant or Major types. The other factor that plays into this categorisation is Impact. How we categorise Changes is important, because it affects how they can be authorised for Release, as well […]

For the final Kepner-Tregoe thinking process we return to risk analysis – despite Matt having covered this recently from a change management perspective, I make no apology for the repetition! Many service management disciplines encounter risk as, in the real world, perfect knowledge is not possible – much of what we do will involve a degree of […]

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 […]

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