August 11, 2020
Answer by Doug Tedder ITIL 4 defines a service offering as a description of one or more services, designed to meet the needs of a target consumer group. This could include any combination of service actions, access to resources, or a transfer of goods. ITIL V3 described a “service package”,… Read More
November 19, 2019
Yes, PeopleCert can accommodate special allowances and make reasonable adjustments to the examination process. The first thing a candidate with a visual impairment needs to do is to submit a medical documentation that confirms the nature of disability and specific requirements for assessment. This way PeopleCert has it on record… Read More
November 13, 2019
by Nikola Gaydarov I am an ITIL v3 Expert and I have been teaching ITIL for the last 5 years. During this time, I had many discussions with my students on how ITIL can be improved. We went up and down the phases and the process and as a result… Read More
September 24, 2019
By Doug Tedder The latest edition of ITIL, ITIL 4, was released in February 2019 with the distribution of the ITIL Foundation ITIL 4 Edition book. Coming in at just over 200 pages, there is a lot that is familiar, yet new, when compared with previous editions of ITIL. Although… Read More
August 9, 2019
ITIL Exam results do not share the exact question one misses due to exam confidentiality. You do however get some feedback, but only by section. For example, if there were 8 questions in a section and you scored 5 correctly you would get 62.5% for that section. You can then… Read More
August 6, 2019
By Doug Tedder While many of the core principles of ITIL V3 remain within ITIL 4, ITIL 4 is not just a simple rewrite of ITIL V3. As I’ve studied ITIL 4, I’ve found three significant things that are different – and better – about ITIL 4. 1.The Guiding Principles are… Read More
June 10, 2019
By Doug Tedder Among the new concepts introduced in ITIL 4 are “practices”. A practice is defined as “a set of organizational resources designed for performing work or accomplishing an objective.”[1] But don’t confuse a “practice” with a “process”. Why? Many ITSM implementations based upon ITIL have been overly… Read More
May 27, 2019
By Doug Tedder Is your change management process broken? If your answer is “yes”, you’re not alone. In my experience, many organizations are dealing with a broken change management process. What’s broken? Typically, it’s one or more of the following: Many organizations don’t follow ITIL guidance of obtaining authorization… Read More
May 16, 2019
In ITIL V3, a service strategy is specific to services themselves e.g., what service will be delivered to meet customer needs. It is part of the overall IT strategy. In comparison, the ITSM Strategy defines how the services are managed. Remember there is an organizational strategy that defines the purpose and… Read More
May 14, 2019
By Doug Tedder The long-anticipated release of the ITIL 4 Foundation volume has garnered a lot of attention. It’s been eight years since the last release of ITIL®[1]. This latest iteration of ITIL still has many concepts that will be familiar to long-time service management practitioners, but also incorporates… Read More