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White Paper Excerpt

Judging from the types of questions that come up at my talks and seminars, one of the hottest topics in IT Service Management (ITSM) today is the new ITIL® v3 guidance and what to make of it.

People consistently ask me similar questions about ITIL, and most of these revolve around practical approaches for implementing various process improvements in their organization.

Of course, some of these discussions require some basic level-setting around ITIL itself, which may in turn require a bit of “de-myth-tification.” Since its introduction back in the 1980s, ITIL has probably had more written about it than is contained in the ITIL books themselves — some of it factual, some hype, and some pure myth.

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event management, service desk