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

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