ITIL® by ITSM Assist Ltd

Welcome to ITIL® by ITSM Assist Ltd. We are an ITIL accredited training organisation (ATO).

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The purpose of this Group is to provide clarity and prompt topics/discussions regarding ITIL. This is a great place for those embarking on ITIL including those already committed to the ITIL framework, and/or currently working through the ITIL certification scheme.

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ITIL® 4 Foundation Revision Summary

I have compiled an ITIL 4 Foundation quick summary of the key points in twelve MP3 audio segments. You can access Part 1 below. This is concise, fast-paced, and direct, perfect for exam prep. All parts are available on the Digital Shop.

Customer Journeys

I have created a brief video, lasting 1 minute and 46 seconds, which serves as an introduction to my tutorial on mapping customer journeys, available at the 'Digital Shop'.

Service Management Striking the Balance

Some organisations wrongly equate ITIL’s focus on processes with rigid controls, leading to opposition due to perceived bureaucratic overload. In reality, effective processes incorporate only the necessary controls for consistent results.

Management should regularly evaluate both the suitability and practical effectiveness of their processes. Different organisations require varying levels of structure; management must balance control and flexibility to optimise performance.

Simply put, processes outline actions and behaviours while policies define mandatory intentions. Controls are tools used to manage risk, achieve business objectives, or ensure adherence to processes. Additionally, controls may be incorporated into policies.

Controls typically fall into 3 categories:

• Organisational/procedural (e.g., policies, ownership and processes etc.,)