Axios Blog / ITIL 4

ITIL 3 talked about processes, ITIL 4 talks about practices. This isn't just a semantic change. So why is it important? This article is part of our Making ITIL 4 …

Good service desk strategy doesn't happen by accident. You need to think about how you are going to interact with customers, how you will structure teams, which processes you need …

Unplanned work (things you didn't know you needed to do when you started your day) gets in the way of planned work (things you should be doing). This is why …

Great knowledge management doesn't happen by accident. To succeed, knowledge must become a part of the way people work—by integrating capture and use into IT and business processes. Knowledge is …

Focus on Value is one of the ITIL 4 Guiding Principles and one which IT leaders should keep in mind when planning a knowledge management strategy. Why? Because an easy-to-access …

What you put into your self-service portal dictates its appeal to end users as a support channel. What does it let them do? What can they achieve through the portal? …

Organizations who start out on an IT self-service initiative with a focus on reducing IT costs usually find that costs go up. Why? Because when a self-service portal is built …

Winning at Self-Service Support Relies on Knowing What Users Really Want The #1 reason why self-service initiatives fail is lack of engagement with the people who will use your self-service …

The 7 Guiding Principles of ITIL 4 are the key messages of ITIL. They are designed to guide decisions and actions so the people who are responsible for managing and …

The 7 Guiding Principles of ITIL 4 are the key messages of ITIL. They are designed to guide decisions and actions so the people who are responsible for managing and …