5 Most-Read ITSM articles of 2020

2 min read
14-Dec-2020 13:51:50

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Find out which ITSM topics were most popular with your peers. It's no surprise that ITIL 4 dominates the hit list for 2020.

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What are the Four Dimensions of ITIL 4?

Our most-read article in 2020, interest in understanding the Four Dimensions of ITIL 4 has been sustained across 2020—as people try to make sense of the new guidance and what it means to their organization.

The 7 Guiding Principles of ITIL 4

The 7 Guiding Principles are the key "tenets" of ITIL 4, which, together with the Four Dimensions are like the backbone of ITIL 4. Where the dimensions map out what you should consider (e.g. take a whole system view), the guiding principles tell you more about how people should think and act.

What is Enterprise Service Management?

ESM has been a hot topic for a few years now, and adoption of service management principles/practices/tools in "non-IT" service departments like HR, Facilities, Administration, Legal and other business units is still rising fast. In this article, we looked at how ESM is defined, what it should look like to the service consumer (your employees), and the transformative benefits available to your organization.

ITIL 4 Value Streams and Processes

Value Streams and Processes is one of the Four Dimensions of ITIL 4. It makes sense that this article appears in the top ten because the way IT structures work to create value has been of critical importance since the very first version of the ITIL publications.

What is the ITIL 4 Service Value System?

The Service Value System is the core model for ITIL 4—very different from the ITIL 3 lifecycle model. As the center-piece of the new ITIL guidelines, it's important to understand the components and how they must work together to create service excellence.


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