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News not only from ITSM world

Latest Articles

How to prepare for Digital Operational Resilience Act (DORA)?

The Digital Operational Resilience Act (DORA) is a new EU directive that changes the IT security approach of organizations operating in the financial sector. It will come into force on 17 January 2025, so making the necessary changes now would be timely.

Adam Sima

4.6.2024

9 minutes of reading

ITSM and ITAM for Higher Education

EUNIS-CZ annual conference in Špindlerův Mlýn focused on the digitalization of Higher Education in the Czech Republic is taking place this week. Two days full of inspiration, innovation, ideas, and most importantly, sharing experiences and best practices. The main topic for this year is "University...

Jana Silarova

4.6.2024

1 minute 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...

Jan Skrabanek

5.10.2021

4 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...

Jan Skrabanek

1.10.2021

7 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

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...

Jan Skrabanek

27.9.2021

8 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....

Jan Skrabanek

22.9.2021

8 minutes of reading

"ITIL 4 focuses on the ‘people side’ of things way more"

Philip Hearsum is one of the ITIL 4 lead architects. We spoke with him about why we needed a revised ITIL and how both IT and non-IT departments can benefit from it.

Lucie Rozmarinova

15.6.2021

6 minutes of reading

“LEAN IT is a set of techniques and approaches to help businesses with continuous improvement...”

Peter Hubbard is one of the main consultants of the prestigious Pink Elephant company. He has 20 years of experience in IT Service Management at companies like Rolls Royce, Heinz and British Petroleum. He speaks regularly at major industry conferences. He was the keynote speaker at ALVAO...

Lucie Rozmarinova

11.6.2021

5 minutes of reading

How to improve your workflow and not let it slip

Workflow is another bit of jargon that has found its way into everyday language and is here for keeps, at least in the business environment. Naturally, companies are looking for ways to ensure that work ‘flows smoothly’ without unnecessary interruptions, loss of information, and paperwork. In...

Lucie Rozmarinova

24.5.2021

7 minutes of reading

Handover protocols: relic, necessary evil or opportunity?

Although most organizations still cling to signing-off handover protocols, a growing number are backing away from all that. Having reviewed the costs associated with signing and archiving paper protocols, they were found to be uneconomical.

Lucie Rozmarinova

10.5.2021

9 minutes of reading