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Practical answers to ITIL questions

Over 120 answers to ITIL® questions and its implementation



ITIL® provides the what. This site answers the how. Finds answers to ITIL® frequently asked questions (ITIL® FAQ). A non-commercial site for the benefit of the practitioner community. Articles are vendor neutral. Answers are based on the ITIL® books and real world experience.




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“The purpose of bureaucracy is to compensate for incompetence and lack of discipline.” James C. Collins, Good to Great: Why Some Companies Make the Leap... and Others Don't

"Nodding the head does not row the boat." Irish Proverb

“People will do almost anything before they will shift their paradigm.” Eliyahu M. Goldratt

150+ More Quotes




Published by itSMF Canada


Should the incident be reopened or a new one logged

Is the Service Desk a service and should it be included in the Service Catalogue

How To Identify Workflows 
To Develop First

How to Manage The New ITSM
Tool Once It Goes Live.PDF

Why Invest Effort Documenting Processes and to what Level of Details.PDF

Do I.T. People Need User Training For the ITSM Tool and How to Get Them to Attend.PDF

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