There are a variety of approaches to creating the knowledge, skills, practices and processes for each of these areas. Training and development forms part of this picture and ITIL addresses both the organizational and individual demands: ITIL Foundation level helps professionals to understand how...

When considering the benefits of AI, it is important to understand that it helps with both insights and actions, meaning that the generic benefits of traditional automation also apply to what might be considered intelligent automation. In many ways, AI amplifies the benefits of traditional...

Your organization should adopt and adapt the ITIL processes/practices it needs. And, where there are limitations on what can and can not be adopted, business-based prioritization should prevail. What jumps out is that the traditionally adopted ITIL processes such as the incident management,...

While technical skills are comparatively easy to train, our people need more of the so-called soft skills: being able to work well in and contribute to a team, effectively interact with and create a great experience for customers and complete work quickly in support of the larger mission, with...

ITIL has been around since the late 1980s. We are currently on version four (ITIL 4), but, while there are books, courses, and blog posts galore about ITIL, there is still real confusion about where incident management stops, and problem management begins. Incident management is the process that...