Ever since it was first introduced, ITIL has become one of the leading frameworks for IT service management. With its clearly defined processes and services as well as logical distribution of roles and responsibilities, ITIL has helped organizations streamline their IT process and deliver value to stakeholders. The framework has helped organizations in their digital transformation by bringing together the stakeholder’s vision and the IT department's implementation.

The first rule of change management is that people don't like to change, and anyone involved in managing a major change will tell you this is all too true. WIIFM is an acronym that stands for What Is In It For Me. In essence, it’s a truth that leverages some cold, hard facts about human nature to actually facilitate change. So, while it’s a bit of philosophical insight, it’s also a useful tool for organizational change. WIIFM helps by doing three things.

Management is also often about accountability. Well, let’s scratch that, it’s always about accountability. And when it comes to IT Service Management (ITSM), that accountability goes double, because we’re dealing with processes that cover your entire organizational structure. That’s when the RACI matrix comes in, an acronym that’s so fundamental that it’s covered by the ITIL Foundation Exam. Today, we’ll learn all about it, and why it can help with service design.

Major incidents are, by their very nature, stressful and intense. The ITIL 4 definition of a major incident is: High-stress situations can cause conflict that left unchecked could delay the fix effort. Since we already have a definitive guide on incident management, this blog post will focus specifically on the major incident management process.

Over the last two decades, we have seen companies move to the cloud in hordes and presently, the cloud is often the default option for almost all new enterprises. Only companies in a very narrow niche are sticking to on-premise solutions. And the trend is expected to continue. In 2021 alone, the end-user spending in cloud computing was around 482 bn USD.

IT Operations or ITOps have long been a key part of IT service management (ITSM) for organizations. It has played and continues to play an important role in maintaining organizations’ IT infrastructure up and running and making IT available to all employees. Unlike the service desk which directly communicates with the employees, the activities of ITOps rarely involve direct contact with the users they serve.

Hardware and asset management is not easy even in relatively small organizations with 20 or 30 employees. As the size of the organization increases, it becomes difficult to keep track of all the laptops, printers, and other hardware used by the employees. This is where a detailed hardware inventory of IT assets becomes useful. A hardware inventory can help you keep track of all devices and equipment owned or used by your organization.

Just a couple of days after Google announced a high-risk zero-day vulnerability in Chrome, Apple disclosed two zero-day vulnerabilities affecting their operating system on both mobile and desktop devices. The company has already issued updates for its iOS and macOS users. The patched versions are as follows: As for the Apple zero-day exploits, they were reported anonymously.

It should come as no surprise that cloud-based ITSM solutions have become so popular. As we’ve explored in our comparative piece: they are easily deployable, they tend to be less costly as an upfront investment and they are highly customizable to fit different IT infrastructures and team functions when compared to their on-site equivalent.

Historically IT asset management (ITAM) is the practice that was forgotten about by IT service management (ITSM) practitioners because it wasn’t considered a “core” ITIL process. This changed with the publication of ITIL 4, and now ITAM sits firmly in the ITIL management practice section of the service value stream. Done well, ITAM can help organizations to manage, control and support their IT services.