In a modern business landscape, organisations must be agile, efficient, and customer-focused. Enterprise Service Management (ESM) offers a solution by extending the proven principles of IT Service Management (ITSM)across the entire organisation, transform...

This post explores what ESM is, why it matters, and how it can provide businesses with a more comprehensive, streamlined approach to service delivery across all functions—not just IT. We’ll dive into its key benefits, comparison with ITSM, and why impleme...

XLAs represent a new way of thinking about IT service delivery, one that goes beyond simply meeting technical benchmarks and instead prioritises how users feel about the services they receive. In this article, we’ll explore what XLAs are, how they differ...

In this post, we'll take a closer look at ITIL problem management, including its importance, key activities, and the benefits

The ITIL framework is constantly evolving to meet the demands of organisations and the technology landscape, with the latest version, ITIL4, introducing new ideas and practices to help organisations navigate the modern age of technology