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ITIL and ITSM best practices for process improvement


Companies employ ITIL and ITSM best practices to achieve business process improvement, cut costs and improve efficiencies within the organization. ITIL is a set of processes and standards to help enterprise organizations practice effective IT service management.

As businesses change their business models and business processes to compete in a digital economy, IT service management and ITSM and frameworks like ITIL are changing along with them. CIOs are adapting ITIL and ITSM best practices to work in cloud computing -- the platform of choice for many users. IT organizations are also experimenting with AI technologies such as machine learning and virtual agents to improve and automate many aspects of ITSM that were previously done manually. In addition, departments from legal and finance to HR are asking IT how they can use ITSM and ITIL processes to improve their workflows.

Learn about the latest ITSM and ITIL best practices and review the fundamentals in our comprehensive coverage for CIOs.

1ITSM best practices-

ITSM for fast-paced digital businesses

The IT organization's mandate to provide the business with high-quality, reliable IT services remains the same today as when the CIO role was invented. What's changing dramatically are the technologies and approaches used to deliver those services and user demands. In this section, IT experts and practitioners delve into how ITSM best practices and tools are evolving to serve today's fast-moving digital enterprise.


How one enterprise's ITSM program went from subpar to superior

How do you go from "lousy" systems and subpar services to an ITSM program that is driving a service approach across the enterprise? CIO Link Alander gives us the details. Continue Reading


CIOs under pressure to reinvent ITSM delivery models

Tech execs are on the hook to reinvent the IT shop, but tools like user self-service, ITSM practices and the rent vs. buy option are helping effect change. Continue Reading


How ITSM helps CIOs navigate cloud and hybrid IT environments

Companies with IT service management strategies in place have a leg up when it comes to handling cloud-based services and hybrid environments, according to Protiviti's Eric Winton. Continue Reading


'Cross-domain service management' key to driving DX

At leading companies, ITSM processes are being redefined as "cross-domain service management" and IT teams are becoming the enablers-in-chief of digital transformation. Continue Reading


6 benefits of ITSM for fast-moving businesses

ITSM can help -- not hinder -- digitization, but CIOs will have to invest more resources to develop an effective ITSM program for today's businesses. Here's how to make the case. Continue Reading

2ITIL practices then and now-

What is the ITIL framework? How will ITIL 4 be different?

Developed in the early 1980s, ITIL is a series of core books that provides guidance for improving the quality and effectiveness of IT services. Companies that use the ITIL processes and best practices typically see an improvement in customer satisfaction and productivity, but the framework can seem abstract and the application of ITIL processes has proven extremely challenging for many IT organizations.

ITIL 4, due to be released in January 2019, promises to be highly practical. This section offers a look at the adaptations the new version will need to make to accommodate today's IT organizations and includes an FAQ on the fundamentals of ITIL processes.


The ITIL update better catch up to modern IT

When ITIL last updated, DevOps practices were in their infancy. In the face of rapidly evolving IT practices, ITIL 4 must be powerful and usable for diverse IT organizations. Continue Reading

Blog Post

Will ITIL 4 reassert the framework's relevance?

New guidance from ITIL is scheduled to be published in early 2019. Its' chief architect offers a preview of what to expect. Continue Reading


FAQ: Understanding the ITIL framework, from incident management to the service desk

The ITIL framework is a globally accepted standard for improving IT service quality. This FAQ reviews the ITIL definition, training options and costs and ITIL-compatible tools. Continue Reading


ITIL and ITSM initiatives: Top 5 ways to ensure success

Focus on processes more than tools and be clear about what your help desk does. Find out more about these two tips, plus three others. Continue Reading


Using templates to facilitate change management

Change management is essential to ITSM frameworks like ITIL, but it shouldn't come at the expense of end users. Get tips on creating a change request template. Continue Reading

3The AI effect in ITSM-

How AI is changing ITSM, the service desk

Artificial intelligence technologies such as machine learning and natural language processing are being incorporated into ITSM processes. It's still early days for ITSM vendors in this field, so CIOs must be prepared to do hands-on testing of AI-infused ITSM. But, as our lineup of trend stories, expert tips and uses cases in this section makes clear, AI is opening up new and exciting ways to automate IT services, boost service levels and improve customer service.


Are there good use cases for AI in ITSM? Certainly, but be cautious

AI use cases for your ITSM program abound, but early adopters caution that vendor offerings are immature and will require hands-on testing for best results. Continue Reading


7 areas where AI can boost ITSM strategies

What does it mean to have an AI-assisted ITSM strategy? Pink Elephant's Jennifer Wels outlines seven areas where AI can be applied to ITSM. Continue Reading


LogMeIn introduces chatbots to help deliver services and likes the results

In this SearchCIO Q&A, LogMeIn CIO Ian Pitt describes how chatbot technology and other cutting-edge tools help him run a lean IT department and deliver services more efficiently to the growing company. Continue Reading


ITSM automation's role in driving network automation

Developments in AI and machine learning are producing compelling new use cases for ITSM automation, which, in turn, is helping to drive network automation. Continue Reading

4Service desk, service catalog-

Service desk, service catalog -- 21st century style

Perhaps more than any other aspect of ITSM, the traditional service desk is undergoing rapid change. Intelligent automation technologies such as chatbots are handling tasks previously done by IT staff, and service desk processes are being adopted by business departments. In this section, read about the evolution of the service desk and service catalog best practices.


The service desk role expands as IT permeates the enterprise

Don't underestimate the IT service desk. Read about how enterprises are using new ITSM platforms to grow the service desk role and improve business processes across the enterprise. Continue Reading


What's the difference between help desks and service desks?

One came first and focused on IT fixes. The other got direction from ITIL. Users ask for one over the other. Today, something called enterprise service management might just put both out to pasture. Continue Reading


Up-to-the minute advice on starting a service catalog

The IT service catalog is the foundation of an effective ITSM program, but it's a complicated tool and hard to get right. Here's some expert advice on how to get started. Continue Reading

5Experts at your (ITSM) service-

Modernizing ITSM: The experts sound off

In this section, experts from Pink Elephant, Gartner, Pace Harmon and Information Services Group offer targeted advice on ITSM best practices.


How ITSM automation drives business value on 5 fronts

Intelligent automation, ITSM as a service, digital labor, artificial intelligence and machine learning are driving business value, explains Pace Harmon's Craig Wright. Continue Reading


Using ITSM best practices to optimize and govern cloud-based services

Cloud-based services can't be beat for ease of use, but companies often experience "unhappy surprises" when the bill comes due, says Andy Sealock, managing director at Pace Harmon. ITSM in the cloud can help. Continue Reading


The top 10 IT service challenges for CIOs

ITIL expert Gary Case has consulted with a wide range of companies over a long career in ITSM. Read his list of the 10 IT service delivery challenges that continue to bedevil CIOs. Continue Reading


Consolidating ITSM tools requires CIOs to break down IT silos

Gartner analyst Kenneth Gonzalez says ITSM software tools should be assessed against three metrics: quality, cost and performance. That will require CIOs to do some major silo-busting. Continue Reading


Maximizing the value of your ITSM vendor in 4 steps

If your ITSM vendor isn't living up to expectations, chances are you're ignoring these four ITSM best practices. ISG's Lois Coatney takes you through them, step by step. Continue Reading

6More ITIL guidance-

Tried-and-true tips from an ITIL expert

Here are three tips from ITIL expert Peter Doherty that explain how to get the most out of an ITIL implementation. Communicating why IT is taking on this rigorous approach to delivering IT services is as important as mastering the processes and picking the right tools.


Effective ITIL project leadership: Plan-Do-Check-Act

Successful ITIL project leaders are using the Plan-Do-Check-Act cycle to ensure their teams stay motivated, follow the same processes and contribute innovative ideas. Continue Reading


Targeted IT communications key to ITIL implementation success

Many companies are implementing ITIL without considering the importance of an IT communications plan. Get expert advice on ways to target your IT communications for ITIL success. Continue Reading


The range of ITIL training tools and techniques and how they add value

Learn how to incorporate ITIL training tools such as simulation workshops, process modules and use cases into your ITIL service management training. Continue Reading

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