Knowledge Management Ask any Service Desk what their biggest area of concern is and they’ll probably tell you that it’s a lack of documentation or cross training. Knowledge Management is the ITIL practice that can empower your Service Desk and end users alike, slash incident resolution times and boost first time fix rates. Done […]
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Change Control & Management in an ITIL 4 World
Vawns Murphy
July 4, 2019
Introduction Change management is the practice that helps you manage and protect your production environment and has always been front and centre of the ITIL framework. Done well, change management ensures changes are fit for purpose, are deployed safely and have the appropriate after care in place. Change managers are there to protect the […]
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