Prevailing Service Management

Introduction Enterprise Service Management (ESM) is the technical extension of pre-existing Information Technology Service Management (ITSM) to other areas of an enterprise (e.g. Corporate or Shared Services). Successful ESM balances efficiencies gained from employing standardised process management, tooling and reporting with the nuances of organisational capabilities such as Finance, HR, Facilities and so forth. ESM leverages the industry proven service management concepts from ITSM that have been available for more than 20 years. Further to this, ESM operations implement similar concepts as ITSM including a service desk for 1st level support, end to end process management, request/issue management software, self-service knowledge bases and more recently chatbots and AI. Value streams are born from Lean manufacturing and comprise of a series of steps an organisation undertakes to create and deliver value to customers, typically in the forms of products and services. In the IT co

I attended an ITIL 4 Foundations upgrade course (classroom style training) and successfully passed the examination. During the course, there were some notable concerns raised by some of the attendees related to the volume of new concepts and what could be assessed in the exam. This blog post aims to simply share my experiences and hopefully help others to become more confident with the exam. Exam Format : The ITIL 4 Foundation exam format is no different to ITIL v3 and is the same format if you attend the 2 day Foundation upgrade, full 3 day Foundation course or an online course. No prerequisite is required and the format is: Multiple choice examination questions (4 possible answers provided, only 1 is correct) 40 questions 26 marks required to pass (out of 40 available) - 65% 60 minutes’ duration (if the exam is in a language that is not your native or working language you may be given an extra 25% of time – i.e. 75 minutes) Closed book exam Available as an online or pa