Change Management: An Introduction
Change management is crucial for the success of any project. While project outcomes often focus on technical solutions, insufficient attention is given to how the change affects people. As a result, organisations may implement technically sound projects that… read more
ITIL 4 Service Value Chain: An Introduction
The ITIL 4 Service Value Chain is a vital component of the ITIL 4 Service Management best practice framework. This article will explore the basics of the Service Value Chain, its functions, and how it can transform service… read more
The IT Service Desk: Key Steps for Setup
Setting up an IT Service Desk can be challenging, but with the right approach, it can greatly improve customer satisfaction and IT efficiency. Below are the essential steps to follow for a successful service desk setup. People: Staffing… read more
ITIL® 4 Quick Guide
ITIL® 4 Quick Guide: Getting Started with ITIL ITIL 4 is the most popular IT service management (ITSM) framework, but getting started can seem overwhelming. To help you on your journey, we’ve created a quick guide to introduce… read more
What is the ITIL® Service Value System?
A key component of ITIL® 4 is the Service Value System (SVS), which transforms stakeholder needs into tangible benefits. In essence, the ITIL Service Value System explains how all the elements and activities within an organisation work together… read more
ITIL® 4 Practices: A Complete Guide
ITIL® 4 practices are a key component of the ITIL 4 Service Value System. They are sets of organisational resources designed to achieve objectives and manage services effectively. This guide covers the ITIL 4 practices and how they… read more
ITSM Trends 2021 and Beyond: The Future of IT Service Management
In this legacy article we look at ITSM trends that were prevalent in 2021. As IT service management (ITSM) embraces new technologies, many organisations still lack the high-level capabilities needed to match their ambitions. In response, Freshworks partnered… read more
IT Service Catalogue: Maximising Business Value with IT Service Management
A Service Catalogue is a crucial resource that provides businesses with access to all the products and services offered by IT and other departments. It serves as the central point for defining what services the IT department provides,… read more
How to choose an ITSM toolset
Choosing the right IT Service Management (ITSM) tool is one of the most important decisions you’ll make as a service desk or IT manager. Whether you’re in the process of selecting one now or planning for the future,… read more
DevOps: The Full Stack Approach
Organisations striving for innovation and competitiveness must continuously deliver high-quality value rapidly and cost-effectively. This need drove the demand for IT service automation, but a significant challenge stood in the way: the traditional disconnect between development and operations…. read more