Something better than ITIL? by ITIL Chief Architect Sharon Taylor
In the world of Best Practice, resting on one's laurels is not an option. Since best practices are built on the trials, tribulations, successes and ever evolving experience of those who create them, change is of the essence and approaches are regularly taken over by others....more
ISO/IEC 20000 and ITIL - The Difference Explained by Jenny Dugmore and Alison Holt
This article describes differences between ITIL and ISO/IEC 20000. The two have much in common, both cover service management, are used internationally and can be studied through formal training. ITIL provides good practice guidelines, advice and options that can be selectively adopted and adapted. ISO/IEC 20000 is a standard in two parts. Part 1, ISO/IEC 20000-1 is the distillation of the "must do" practices of service management. Part 2, ISO/IEC 20000-2 is a code of practice giving advice....more
Bridging the Gap between Project and Service Management by FGI's Ruth Phillips and Angelina Lukehurst
Despite the widespread adoption and success of ITIL and PRINCE2, organisations still face a challenge: the lack of alignment between their project management and service management functions....more
Roadmap to ITIL Qualifications by Wardown Consulting Ltd's Rosemary Gurney
With apologies for making use of that much overused but unofficial Service Management term yet again - IT Service Management (ITSM) training, what next? Well, it depends!...more
"...but I don't know what to do!" by FOX IT's Steve Ingall
I read with interest the article by Chris Churchouse in the Autumn 2005 issue, where he talks about attending courses, taking examinations and returning to work to face the real world....more
World-class Service Management Standard Moves with the Times by OGC's Debra Cash
The year was 1988. While Eddie The Eagle was becoming a most unlikely sporting hero and many of us were unashamedly dancing along to a frazzle-haired Kylie, a small dedicated team at CCTA worked tirelessly to publish the first comprehensive set of standards for the IT service management industry....more
