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

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

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