ITIL® 4 is the latest version of ITIL. ITIL 4 provides a digital operating model that enables...
Service Management Blog
Top ITSM Metrics & KPIs: Measuring for Success, Aiming for...
Understanding how well your service management initiatives are translating to business success is...
SLAs vs OLAs: Comparing Service and Operational Agreements
I often see some confusion between service level agreements (SLAs) and operational level agreements...
Evaluate & Choose ITSM Tool Vendors in 4 Steps
The ITSM solutions industry has grown rapidly as organizations seek to align their workforce...
4 Common Pitfalls on the Path to IT Modernization
The Fourth Industrial Revolution represents a fundamental shift in the way we live, work, and...
Service Availability: Calculations and Metrics, Five 9s, and...
According to ITIL®, availability refers to the ability of a configuration item or IT service to...
Using Mean Time to Identify (MTTI) as a Service Desk Metric
The state of ITSM in 2020 is characterized by great workplace upheaval. Millions have been made to...
ITIL vs Lean Six Sigma: What’s the Difference?
Organizations use ITIL® to create business value and deliver quality IT services. Organizations...