A few weeks ago we made our ‘Availability Plan Template’ freely available on our website and it has now been downloaded many times (several hundred in fact). Making it freely available made us start thinking about all of the organisations worldwide who ha...

Service Level Agreements are often seen as either carrots or sticks, but in reality they are key documents to manage customers expectations and document our commitments for service delivery.

The ITIL® V3 Practitioner Best Practice guidance is underpinned by the 9 guiding principles. This article helps to explain what they are and how they can be applied in practical terms. Enjoy...

I think it is fair to state that it’s not a ‘one size fits all’ role. IT departments come in various shapes and forms, small, medium or large, and internal, shared and outward facing.

You may be a Service Delivery Manager who works in a Ma...

The definitive guide to ITIL, with downloadable cheat sheet, glossary, and ITIL expert tips.

Which Game of Thrones character does your job role say you are? Check out our infographic to find out!

Is ITIL® Agile enough? 25 influential experts share their insights on ITIL® vs. DevOps!

​TIPA® for ITIL® is the new process maturity assessment model designed specifically for use on ITIL® processes