Archives of ITIL

Mapping the Customer Journey: Engage p1

  Mapping the Customer Journey: Engage p1 Reaching desired business outcomes requires listening to build a comprehensive and effective relationship. Listen as Patrick von Schlag presents the foundation for building partner relationships with both clients and suppliers
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Mapping the Customer Journey: Explore

Mapping the Customer Journey: Explore  The journey opens with work on Understanding the Customer. The beginning of the relationship starts with questions around  Who is the Customer?  What work does the Customer do? and  How can we provide for the Customer’s needs? Patrick von Schlag digs into which questions to ask and what value the […]
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Mapping the Customer Journey Part 1

Mapping the Customer Journey provides a basic template for understanding how a customer feels at each stage of a service engagement. While it may look like a sales cycle from the outside, the magic of a well-executed Customer Journey lies in the insight provided by this fundamental perspective shift. In this short video Patrick von […]
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The ITIL 4 Journey – One Year In

Blog post – The ITIL 4 Journey – One Year In Axelos was nice enough to ask me to write an ITIL 4 blog post a little while ago on the Managing Professional certificate. I was happy to do it; you can read a little more about what we came up with at https://www.axelos.com/news/blogs/december-2019/itil-4-mp-transition-a-transformed-framework It’s been […]
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The Great Convergence

One of the spectacles of the past 20 or so years has been the competing approaches and frameworks for improving governance, streamlining workflows, and delivering services. Practices like LEAN, Agile, ITIL, DevOps, and even governance frameworks like CObIT all competed for attention in promising adopting organizations more efficient and more effective teams, better results, and […]
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ITIL® Capacity Management – As Easy as 1-2-3

In the ITIL guidance, Capacity Management is broken down into three related sub-processes. In this blog we will look at the three subprocesses and how they help us have better visibility into customer needs. The first of the subprocesses is Component Capacity Management. For this subprocess we could easily substitute the word Utilization, for the […]
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Putting the Service in IT Service Management

Many people understandably think about ITIL as a process framework. When you describe good practices for 25+ processes and capabilities it seems a no brainer. Yet when you look at the books, their names, and their objectives, it becomes clear that processes are an important means (COBIT calls them one of seven enablers), but that […]
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Free ITIL Lessons Learned Webinar Coming Soon

Lessons Learned from 200 ITIL Implementations over 20 Years Don’t miss our upcoming free ITIL webinar on “Lessons Learned: Best Practices in Implementing ITIL Best Practices.” Deep Creek Founder and President Patrick von Schlag will review many of the most critical issues organizations face in implementing ITIL and how to overcome them. Register for the […]
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Filling the ITIL void

As many of you know, I’ve been intimately involved with ITIL practice for more than 10 years.  I am launching this Lessons Learned, user-consortium-driven blog to document good practices based on the ITIL and other frameworks. My hope is that this will be a great place to get facts and support for making ITIL work […]
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Blocking and tackling — establishing a culture of CSI

The more I read, and the older I get, the more focused I become on results. At the end of the day, people care about outcomes, and are less picky about the path we take to achieve them. Many of the success stories about ITIL are really success stories about the culture of CSI. You’ll […]
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