Question – What’s the difference between Service Pack and Service Offer?

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

ITIL 4 – Now Everyone Can Make Sense of IT

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

Four Reasons You Should Care About ITIL 4

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?

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

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’

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?

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?

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

Is MALC Valuable Now That ITIL 4 Is Out?

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