Last time, we looked at ITIL (Version 5) as a common language to support on-site decision-making. By knowing ITIL, you can broaden your perspective on the challenges right in front of you, such as ...

I took ITIL Foundation a long time ago, but I hear today's ITIL has changed quite a bit.” Perhaps you have that impression.

Managing a service desk is usually straightforward when the team is small. A request comes in, someone picks it up, and the ...