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Problem, Incident and Change Enablement Integration

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“The purpose of the Problem Management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and by managing workarounds and known errors. (ITIL® 4) ” One of the ways that Problem Management reduces the likelihood and impact of incidents is by making changes via the Change Enablement practice. Given the benefits, it’s a wonder more organizations don’t have highly capable and well-integrated Problem Management, Incident Management, and Change Enablement practices in their organizations. One reason could be misconceptions about the Problem Management practice, which we explore in our blog Misunderstood and Misused - A Rant About Problem Management . Another reason could be the inability to support these practices with an integrated toolset that includes a solid Configuration Management System (CMS), as configuration information supports the activities of all these practices. Of course, before we talk about tools,...
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Service Requests and Change Enablement

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I was having a discussion with a learner this morning about the difference between Service Requests and Standard Changes. This learner's organization publishes a list of standard services that users can request via a self-help tool. The Service Request is routed to the Service Desk. The Service Desk reviews the request. If appropriate, the Service Request may be fulfilled by applying a Standard Change that has been pre-authorized by the Change Enablement practice. By definition, a Standard Change is a low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization. Standard Changes must be recorded, possibly as a Service Request. However, each individual change does not require operational oversight by a change authority. ‘Pre-authorized’ means that the procedure for making the standard change has undergone a full risk assessment and authorization. These risk assessment and authorization steps w...
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10 Reasons You Should Get ITIL Certified

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Whether you’re just starting out in IT or you're looking to advance your career and make a bigger impact in your organization, ITIL certification is a smart investment in your future. Here are 10 compelling reasons to get ITIL certified. The 1st three are focused on Foundation, and the remaining seven spotlight the benefits of building on those credentials with Practice Manager, Managing Professional and Strategic Leader courses Start Here: Why ITIL Foundation is Your First Step 1. Understand the Language of Modern IT The ITIL Foundation certification introduces you to the key concepts, terms, and practices used across the IT Service Management (ITSM) landscape. Knowing how to “speak ITIL” helps you better communicate with colleagues, vendors, and leadership. No more lost-in-translation moments. 2. Get the Big Picture of Service Management ITIL Foundation gives you a clear view of how IT contributes to business success, showing how value flows through services. You'll l...
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Service Requests and Standard Changes

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Paul recently asked a question about Service Requests: Hello, when browsing the topic of Service Requests, I visited your site where a question was answered on the differences and similarities of Service Requests and Standard Changes . I was intrigued by the following passage: It is important to note that not all Service Requests are Standard Changes. Service Requests can include questions, queries, complaints, and compliments. Similarly, not all Standard Changes are Service Requests. Standard Changes can include batch jobs, patches, and other low-risk changes that are not 'requestable' by the user. Any Service Request or Standard Change that presents a higher risk may require reassessment and reclassification by Change Enablement. I am trying to think of a term that would differentiate one from the other. Considering that there are Service Requests that may invoke a Standard Change, I see two possibilities: it may be a Standard Change that can ...
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Incidents and Defects: What’s the Right Approach in ITIL 4?

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When an incident is caused by a defect, how should IT teams respond? It’s a question we’ve been answering for years, and it’s still just as relevant, especially in today’s complex, fast-moving environments where software, infrastructure, and services are deeply interconnected. In ITIL 4 , an incident is defined as an unplanned interruption to a service or reduction in the quality of a service . That hasn’t changed. But what happens when the root cause of that interruption is a defect -  an underlying flaw in software, hardware, or configuration? Here's the Modern Approach: Log the incident : The user is experiencing an interruption that needs immediate attention. Document known defect links : If the defect is known (e.g., “already logged with Dev”), link the incident to the problem record , known error , or defect backlog in your tracking system (Jira, Azure DevOps, etc.). Communicate expectations : While the defect may not have a quick fix, the incident response sh...
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How to Choose an ITSM Training Provider

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Investing in ITSM training is a smart move for individuals and organizations looking to improve service delivery, boost efficiency, and align IT with business goals. But with so many training options out there, how do you choose the right provider? Here are key factors to consider when selecting an ITSM training partner: 1. Accreditation Matters Make sure the training provider is accredited by a recognized examination institute. Accreditation ensures the training content meets industry standards and prepares learners for official certification exams. 🦩ITSM Academy is a fully accredited PeopleCert partner and has been delivering ITIL and ITSM training since 2004. 2. Experienced Instructors Look for trainers who have real-world ITSM experience. Instructors should be not only certified but also capable of connecting theory to practice through case studies, examples, and interactive discussions. 🦩ITSM Academy Instructors are all ITIL Service Managers, ITIL Experts, ITIL Ma...
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Be a BeanScene: The Importance of ITIL's Definition of a Service

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In the world of IT Service Management (ITSM), the word “service” gets tossed around a lot, but without a shared definition, it often leads to confusion, missed expectations, and inefficiency. That’s where ITIL comes in, offering a clear, standardized definition used by organizations worldwide to align IT with business outcomes. 📘 What Is a Service? (According to ITIL) A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks. In simpler terms: Services help people achieve results they care about. The provider takes on the complexity, risk, and cost so the customer doesn’t have to. Value isn’t just delivered, it’s co-created through use. Now let’s look at how this definition plays out in real life with a Tale of Two Companies. 🏁 Meet the Contenders: BeanScene vs. Brewtopia Both BeanScene and Brewtopia are rising stars in the specialty co...
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