Operations | Monitoring | ITSM | DevOps | Cloud



ITIL, ITSM and incident management. What are they and how do they fit together?

You’ve probably heard the terms ITIL and ITSM, but the distinction between the two can be a little unclear. Throw incident management into the mix, and the whole thing can feel pretty confusing. This article aims to explain what they are, the differences between the three, and importantly how they fit together. First, let’s establish what each of the terms actually mean.


ITIL Certifications: Everything You Need to Know to Get Yours in 2023

If you’re thinking about ITIL certifications for 2023, you’ll find a lot of helpful information and guidance here. ITIL certifications are globally recognized as the standard in IT Service Management (ITSM). These certifications provide individuals and organizations with a clear indication of competency and knowledge in relation to ITIL best practices. You have many ways to go about it.


ITIL Priority Matrix: How to Use it for Incident, Problem, Service Request, and Change Management

The ITIL priority matrix can be valuable in assigning and directing work in an IT service management (ITSM) environment. Following on from our guide to all things ITIL, it can help you understand what is causing the most pain to your end-users, and direct your support efforts accordingly. Done well, an ITIL priority matrix can decrease service downtime, improve customer and employee experience, and make the request and change processes more efficient.


David Cannon on the Future of ITIL: Is the Framework Falling Behind?

ITIL is the world's most widely used IT Service Management (ITSM) standard. We all know it has been adopted by enterprises looking to improve their underlying business processes and organizational structure for decades. So, it's been around for quite a while and has been very successful in helping organizations improve their IT operations. However, there is some question as to whether ITIL is falling behind in today's fast-paced, DevOps-centric, Agile-centric world.


How an Electronic Voting Tech Company Centralized its Inventory and Asset Data into an ITIL-compliant CMDB

By the end of 2020, the IT Support team of Smartmatic - the world's leading company dedicated to the management and modernization of electoral processes - undertook a major transformation of its management of internal processes. It faced a well-known challenge: multiple internal tools dedicated to IT service management (ITSM) that carried high costs and inefficient workflows.


Steps to Implementing ITIL Software for Your Business

A service-oriented approach to automation, ITIL stands for Information Technology Infrastructure Library. Here, a central framework is designed using software solutions that help businesses map, select, deliver, and monitor their IT services more comprehensively. Here is a guide on the steps involved in implementing ITIL V4 software strategies for greater efficiency and higher productivity.


The Service Value Chain in ITIL 4

The ITIL 4 Foundation Edition introduced the service value chain in 2019, as an operating model to facilitate value realization. We’ve first talked about the topic on our Definitive Guide on ITIL, but it’s time to expand on the concept to understand: So, make sure to keep reading – we’ve thrown some useful examples on how the service value chain works!


Is ITIL for Everyone? Pros and Cons of ITIL

ITIL is probably the most used framework in the IT world right now. But it's easy to start taking it as undisputed truth, and something we don’t always ask ourselves is whether the ITIL framework works in every single scenario and for every industry. And, while we’re not shy about singing its praises, we also like to keep things real. Therefore, let’s take a look at the ITIL framework and ask ourselves: what are some of the pros and cons of ITIL?


Beyond Theory: Five Real-World Applications of ITIL Processes

ITIL processes have been used for decades to streamline IT service management in organizations across the world. The processes ensure the highest quality of IT services and customer satisfaction without overstraining the resources or budget. Even then, reading about ITIL processes can be a bit daunting; the processes appear too complicated and difficult to implement. But the fact is, ITIL is a set of guidelines, not a set of rules or standards.


5 ITIL Standards and Best Practices Your Help Desk Should Be Following

Let's say you’re already adhering to ITIL standards and an ITIL maintenance plan. That's excellent. But as we know, improvement is a “forever” process; an ongoing, continuous, ever-present quest for betterment. With that in mind, we think it’s a good idea to check out these 5 ITIL standards and best practices you can’t live without.