Author - Jon Hall

ITIL® 4 is the latest version of ITIL. ITIL 4 provides a digital operating model that enables...

ITIL Foundation is the entry level certification that demonstrates an awareness of key ITIL...

Change enablement is a very critical service management practice within ITIL. It is here that we...

Organizations maximize co-creation of value with their customers by facilitating the outcomes they...

The practice of Service Level Management (SLM) gives assurance to the service consumer that a...

The purpose of the service desk practice is to capture demand for incident resolution and service...

Often, users will require support from the service provider in order to fully take advantage of the...

Where do incidents come from? Every service has errors, flaws, or vulnerabilities that may cause...

Whenever the warranty aspects of a service (availability, capacity, security and/or continuity) are...

Continual improvement encompasses all elements of the ITIL SVS. It involves aligning an...