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ITIL® is the basis of IT Service Management and helps you to formalise your processes and IT organisational structure to become more effective and efficient in meeting the challenges of delivering 'Best Practice' solutions to your customer base.

Good ITIL® process design and development is key to getting people to follow important processes, and one element of developing good processes is developing a RACI matrix defining who is accountable, who is responsible and who should be consulted and info...

The thought of creating and improving processes seems to provoke fear in many people, but it shouldn’t! Using a simple process design tool like SIPOC makes life way easier. Why not give it a go?

VeriSM is finally out! Could it be the future of IT Service Management and ITIL®’s replacement?

Although often overlooked by many organisations, a good Major Incident Management Procedure could be the difference between avoiding an incident from becoming a business disaster and actually taking part in a disaster recovery...

Successfully managing the transition of services into the live environment is challenging role, and one that you need to be prepared for. Look into the role of the Service Transition Manager

This is an opportunity to help advance the future development of ITSM (ITIL®) 'Best Practice'. Oh... and possibly win a £200 Amazon voucher. Worth 20 minutes of your time.

Business Relationship Management and Service Level Management are two different processes and two different roles with different goals and objectives. They are equally valuable to an organisation yet are often only seen in mature ITSM organisations.