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Author's articles
Jan Skrabanek

What is ITIL®: Definitions, history and benefits of each version

Today, ITIL is the most successful set of best practices, and thanks to a recent update remains relevant to modern businesses even after 30 years. In the new series, we will introduce the basic concepts of the new edition and show how to put theory into practice without further ado.

Jan Skrabanek

20.9.2021

12 minutes of reading

ITIL® 4: Service Value System - from opportunity to value

Herta Herzog, one of the founders of modern market research, was behind the huge success of the small advertising agency Tinker & Partners in the 1960s. As part of her work she used motivational interviews, previously only deployed in therapy. Marketing had previously explored what people buy. Herta...

Jan Skrabanek

22.9.2021

8 minutes of reading

The most practical portions of ITIL® 4: Guiding Principles, Part One

Before the ITIL 4 Foundation book was even published, we had the opportunity to ask the authors what their favourite chapter was. We expected diverse answers, but they all agreed on one thing: The chapter on Guiding Principles. No wonder. Guiding principles are perhaps the most practical thing you will...

Jan Skrabanek

27.9.2021

8 minutes of reading

Interview: ITIL is no longer just an IT best practice

Miroslav Hlohovský, CEO of our partner company OMNICOM, has been in IT management for over 15 years. In addition to hundreds of training courses and consultations, he recently co-authored ITIL 4 manuals. We talked about empathy in Service Management, customer service mapping and the future of ITIL.

Jan Skrabanek

30.9.2021

7 minutes of reading

ITIL® 4: Guiding Principles, Part Two

The guiding principles of the new ITIL edition have generated a positive response around the world. These are the practical and universal recommendations that you can follow in any situation. They are the foundation of everything we want to achieve in Service Management, as ITIL 4 co-author Philip Hearsum...

Jan Skrabanek

1.10.2021

7 minutes of reading

ITIL® 4: The Processes, Practices and Four Dimensions of IT Management

Processes are often the first thing that people think of when they say ITIL. The implementation of ITIL goes hand in hand with the introduction or fine-tuning of important processes such as Incident Management, Change Management or Problem Management. These basic processes can be found almost unchanged...

Jan Skrabanek

5.10.2021

4 minutes of reading

Interview: ‘We still have the enthusiasm of a garage start-up,’ says Petr Němeček from Linet

Linet, the world’s leading manufacturer of hospital beds, has seen meteoric growth over the past year. The IT department is also a significant contributor to the growth of the company, as its manager Petr Němeček told us. We talked about project management and end-user satisfaction.

Jan Skrabanek

7.10.2021

8 minutes of reading

ITIL® 4: Implementation

Whatever you think of ITIL, sooner or later anyone involved in IT management will come across it. Some have their reservations about it, others are avid fans. But the very fact that we understand each other when we talk about incidents or problems is largely due to ITIL. So, when to start thinking about...

Jan Skrabanek

10.10.2021

4 minutes of reading

ITIL 4 Series: The latest of the best in IT Management Practices

ITIL is a set of best practices for IT management – a wealth of practical experience summarized into a comprehensive framework. It was created in the 1980s in the UK at the instigation of the government, responding to the growing role of technology in business. Since then, ITIL has established itself...

Jan Skrabanek

13.10.2021

2 minutes of reading