Service Level Management is an ITIL practice that aims to establish clear business-based objectives for service performance so that service delivery can be properly evaluated, monitored and managed.
Service Request Management is an ITIL practice that aims to support the agreed quality of a service by managing all the
pre-defined and user-initiated requests, in an effective and user-friendly manner.
The Incident Management Practice is one of ITIL's 34 Practices. Aimed at IT Specialists, it focuses on minimising the negative impacts of incidents by quickly restoring normal business operations. This Practice forms a fundamental pillar in service support.
The Service Desk is an important element within the ITIL Framework, its main objective being to provide customers with high-quality service without delays. Read our blog and learn about its main characteristics, activities and more!
Problem management is the practice of identifying and managing the causes of incidents in an IT service. Its purpose is to reduce the likelihood and impact of incidents. It is a core component of ITSM Frameworks. Read our blog and learn more!
ITIL is the most recognized and widely used approach to IT service management in the world, with over one million certified professionals. But what is ITIL? Find out more.
What are the 3 most common mistakes made when implementing ITIL? And what are your suggestions for avoiding them? We asked three of our trainers and experts to answer these two questions.
In today's complex and dynamic business landscape, attention is often focused on two key terms: "services" and "projects." Although these concepts are in frequent use, there is a clear tendency for them to be misunderstood or used interchangeably, which leads to confusion.
How does Sinterklaas put up with the pressure of his services and how does he make sure he delivers on time every year? We applied the 7 ITIL guiding principles to his user case and show how he can benefit from Best Practices.