“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,...

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...

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...

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 ...

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...

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...

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...

A Digital Transformation requires radical and profound change that orients an organization toward an entirely new direction and takes a service provider to an entirely different level! High Velocity IT (HVIT) is the application of digital technology that will likely play a major role in significant business enablement where speed is crucial! This is an Atmospheric View of High Velocity IT - Meditate on this for a few - POWERFUL! High Velocity IT is just a normal way of doing business for some organizations. For others it is an aspiration and many service providers are on a quest to get there fast. Best practice shows that there are three core elements required for HVIT and after taking a deeper dive into these aspects I became excited to see how these characteristics can change the world! Integration of Emerging Technologies : Discuss how advancements in AI, machine learning, and automation have become integral to HVIT practices, enhancing speed and efficiency in service delivery. ...

Originally published November 2016 | Updated May 2025 In the earlier days of ITIL® education, we often referenced “RCV” - shorthand for Release, Control, and Validation - a lifecycle-based intermediate course in ITIL v3. While ITIL 4 has moved away from that structure, understanding RCV still provides important historical context and insight into key practices that continue to drive value in modern service management. A Quick Flashback: RCV in ITIL v3  RCV was one of the five ITIL v3 Lifecycle modules, focusing on ensuring that changes to services are properly managed, tested, and deployed. The primary goal? Minimize risk while improving the business's ability to adapt to changing requirements. The core practices in the RCV module included: Change Management (now evolved into Change Enablement) Release and Deployment Management Service Validation and Testing Service Asset and Configuration Management Evaluation and Knowledge Management These processes hel...

Fresh Ideas for the Service Desk: Inspired by ITIL 4 The Service Desk has always been at the heart of IT service delivery, connecting users to the services they need and providing vital support. But in today’s fast-paced digital world, the expectations placed on the Service Desk are evolving. Organizations need more than just a team that answers tickets; they need a strategic partner that contributes to business value, user satisfaction, and continual improvement. Whether you're just beginning your journey or ready to take your Service Desk to the next level, here are some fresh ideas inspired by ITIL® 4 that can help you modernize and thrive. 💡 1. Shift from Process-Focused to Value-Focused ITIL 4 encourages us to think in terms of value co-creation , not just process adherence. The Service Desk isn’t just logging incidents, it’s playing a central role in delivering value to users and the organization. Idea: Start mapping common user interactions to value streams...

Site Reliability Engineering (SRE) is more than a job title; it’s a mindset, a philosophy, and a set of practices designed to bridge the gap between development and operations. However, not every team or professional using the SRE title truly embodies what it means to be an SRE. In this blog, we’ll explore five key practices that define true SREs. If you’re not doing these, you might want to rethink calling yourself or your team an SRE. 1. Prioritizing Reliability Over Everything Else SREs live and breathe reliability. If you’re not actively measuring and maintaining your systems' availability, performance, and durability, then you’re missing the core purpose of SRE. What You Should Be Doing: Define and track Service Level Objectives (SLOs) and Service Level Indicators (SLIs). Use error budgets to balance feature development and system stability. Implement incident response processes to minimize downtime. 2. Automating Toil Away Toil - the repetitive, manual tasks th...

5 Essential Tips from ITIL 4 IT Asset Management Training Organizations rely on IT assets to power operations, drive innovation, and meet business objectives. Managing these assets effectively can be the difference between seamless operations and costly inefficiencies. That’s where IT Asset Management (ITAM) comes in, a cornerstone practice within the ITIL 4 framework. After diving deep into ITAM training, we’ve gathered five essential tips to help you enhance your ITAM strategy and maximize the value of your IT investments. 1. Focus on the Full Asset Lifecycle ITAM isn’t just about tracking assets - it’s about managing their entire lifecycle. From procurement to retirement, each stage plays a vital role in ensuring your organization gets maximum value. Key points include: Procurement: Align purchases with organizational goals and budgets. Usage: Monitor performance and compliance to reduce waste. Disposal: Ensure environmentally responsible and secure asset disposal ...

IT Service Management (ITSM) is far more than a set of processes for managing IT services. It’s a strategic tool that can help organizations achieve their broader goals, from driving digital transformation to enhancing customer satisfaction. However, realizing this potential requires a deliberate effort to align ITSM with organizational objectives. In this guide, we’ll walk you through a step-by-step process to ensure your ITSM initiatives directly support and amplify your organization’s goals. Step 1: Understand Your Organization’s Goals Before aligning ITSM with organizational objectives, you need a clear understanding of what those objectives are. Engage with leadership and business units to identify key priorities, such as: Improving customer experience. Enhancing operational efficiency. Driving innovation or digital transformation. Increasing profitability or cost control. 💡Pro Tip: Translate high-level goals into actionable metrics. For example, “improve customer exper...

At ITSM Academy, we pride ourselves on delivering training that not only meets global certification standards but also provides an exceptional learner experience. Many of the courses we offer, such as ITIL, DevOps, and Agile Service Management, are best-practice courses with pre-defined syllabi and certification requirements. While these standards set the framework, our mission is to bring them to life in ways that resonate with learners, both during and after class. Here’s a look behind the scenes at how we ensure our courses are more than just a checklist, they’re transformative learning experiences. 1. Aligning with Global Standards Every course we deliver is carefully aligned with globally recognized best practices and certification requirements. We ensure that: All syllabus objectives are covered thoroughly and accurately. Certification exam preparation is seamlessly integrated into the course. All content reflects the latest updates and standards from governing bodies. Meeting th...

The Future is Bright ☀️ Be Ready to Shine! As we move into 2025, the demand for skilled IT professionals continues to soar. Certification training in ITIL, DevOps, Agile, and Employee Experience isn’t just a smart move, it’s an essential investment in your future.  Here’s why: DevOps:    The global DevOps market is expected to grow at an impressive 22.34% compound annual growth rate (CAGR) reaching $44.06 billion by 2030. With companies prioritizing operational efficiency, cloud computing, and continuous delivery, the need for DevOps expertise is skyrocketing. Certification helps you master the tools and practices that drive faster releases, improved collaboration, and seamless automation. Agile :   By 2033, the Agile market is forecasted to hit $179.9 billion, as organizations across industries adopt Agile frameworks to stay competitive. Agile training equips you with the mindset and techniques to lead adaptive teams, manage evolving priorities, and deliver cus...