Over the last 12 years, we’ve had 516 University of Edinburgh staff complete ITIL Foundation training and at the end of May, we ran our first ITIL4 Foundation, adding another 14 names to the list. I was one of the attendees on this course, sitting an ITIL Foundation for the third time (I can tell […]

  ITIL has been designed to use a common language to describe processes and functions as clearly as possible. Incident Management is a good example of this.   Incident Management is the most mature of the ITIL processes that we use here at The University of Edinburgh. The process was designed in collaboration with the University […]

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 […]

Hello and welcome to ITIL Tattle, the new blog from the Information Services ITIL Team. We’ll be posting regularly, sharing ITIL and ITSM news and best practice. We’re hoping to have something for everyone, from ITIL Experts to those of you starting out in learning more about ITIL and IT Service Management.   But what […]