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Four Reasons You Should Care About ITIL 4

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

Is it possible to find out which questions you missed on an ITIL exam?

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

Three Things That Are Different – And Better – About ITIL 4

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

The Difference Between ‘Practices’ and ‘Processes’

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

Can ITIL®4 Fix Your Broken Change Management Process?

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

How Do Service Strategy & ITSM Strategy Differ?

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

5 Things ITIL 4 Makes Very Clear

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

Is MALC Valuable Now That ITIL 4 Is Out?

May 9, 2019

Yes, there is information provided in the MALC class that we believe will be invaluable to you as you launch into ITIL 4.  Here are 3 key things MALC brings to the party: MALC focuses on the interfaces between the 26 processes (integration of the best practices). MALC offers a… Read More

Will ITIL 4 Solve the Biggest Challenge of ITIL’s Past?

April 15, 2019

The release of the ITIL® 4 Foundation volume in February 2019 has generated a lot of industry buzz.  This long-awaited update, announced in the fall of 2017, is the first revision to the popular IT Service Management (ITSM) framework in nearly eight years. ITIL 4 contains many concepts that will be… Read More

What is the difference between and “output” and an “outcome” ?

March 1, 2019

This is a great question.  I think everyone has that question! Outputs tend to be elements that make up a desired, overall outcome. For example (and I’ll steal the reference from “ITIL Practitioner” — a couple getting married wants the outcome of ‘a wedding of lifetime.’ Various outputs to achieve that… Read More