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
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
Are Process Activities In The ITIL V3 Publications Valid Now That ITIL 4 Is Here?
February 26, 2019
Corde asks, “What are your suggestions for ITSM oriented organizations and students regarding referring to processes activities in the 45 ITIL V3 2011 books now that ITIL 4 has been released?” Hi Corde, good question and right now my best answer is that you can’t go wrong with the information… Read More