itil 4

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How ITIL 4 Guiding Principles Can Boost Communication in Our WFH Reality

ITIL has established itself as the gold standard of guidelines for service management over the years. And with so many employees working remotely this year as a result of the…

IT Risk Assessment vs. IT Risk Management: The Difference and What They Mean to the Service Desk

In life, risks can be perceived both negatively and positively. Taking a risk can sometimes yield great results, but other times, a risk is a yellow light of caution. For…

ITIL 4 Certifications: A Guide for Service Desk Pros

The ITIL framework is more than a best practice guide for IT service management (ITSM); it’s a way to design a strategy that creates value for the customer and service…

Q&A: ITIL 4 One Year Later

It’s been roughly one year since the IT service management world was introduced to ITIL® 4 at Pink19. This latest evolution of ITIL provides guidelines to IT pros and service…