Organizations maximize co-creation of value with their customers by facilitating the outcomes they...
Author - Joseph Mathenge
Service Level Management in ITIL 4
The practice of Service Level Management (SLM) gives assurance to the service consumer that a...
Service Desk in ITIL 4
The purpose of the service desk practice is to capture demand for incident resolution and service...
Service Request Management in ITIL 4
Often, users will require support from the service provider in order to fully take advantage of the...
Problem Management in ITIL 4 and Beyond
Where do incidents come from? Every service has errors, flaws, or vulnerabilities that may cause...
Incident Management in ITIL 4
Whenever the warranty aspects of a service (availability, capacity, security and/or continuity) are...
Continual Improvement in ITIL 4
Continual improvement encompasses all elements of the ITIL SVS. It involves aligning an...
ITIL 4 Key Terms
Within the ITIL SVS Management Practices, 8 key terms are fundamental in understanding the...
ITIL 4 Management Practices
Management practices make up another core component of the ITIL® 4 Service Value System (SVS). In...
The Seven ITIL 4 Guiding Principles
One of the most important components of the ITIL Service Value System is the ITIL Guiding...