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International Best Practice Blog


Justin Kitchener

Learn & adapt with ITIL 4 - Why stories matter!

04 June 2019

By Justin Kitchener

What does ITIL 4 have to do with the eternal, human practice of storytelling?


Peter Brooks

Achieving excellence through service governance

25 March 2019

By Peter Brooks

Achieving excellence for an organization has never been easy. However, recent insights in service governance have provided a clearer understanding of how to go about achieving it.


Jace Finman

ITIL® 4 review: A revolution in service management

18 February 2019

By Jace Finman

I first became a trainer when ITIL was in version 2. Back then, it was a relatively simple framework. The training consisted of two core books, Service Support and Service Delivery, and 11 topics were split between them.


Mark Haddad

A framework for customer satisfaction

17 July

By Mark Haddad

Given that one of the main principles behind the promotion of ITIL processes is that the IT service is there to support the business and all it is trying to do, then it's surprising that today, poor customer service still exists.


Jim Bolton

Jim Bolton awarded the 2018 Ron Muns Lifetime Achievement Award

19 April

By IBP Team

We congratulate our author, Jim Bolton, on achieving the prestigious 2018 Ron Muns Lifetime Achievement Award, by HDI. HDI's panel of judges selects the nominees and uses a range of criteria to evaluate their accomplishments in, and dedication to the technical support industry.


Charles Araujo

An Interview with Charles Araujo

02 March

By IBP Team

Charles Araujo is the founder of The Institute for Digital Transformation and a sought after keynote speaker having addressed over 10,000 business and IT leaders in 12 countries over the last several years. He is passionate about the power of technology to deliver competitive and transformational advantage to organizations and in the critical need to develop next generation "digital leaders" that can transform their organizations into Digital Enterprises.


Darren Arcangel

Seven steps to continuous service improvement (and how to integrate CSI into a scrum framework)

06 October

By Darren Arcangel

In the IT universe, we have continuous integration, continuous testing, continuous delivery, continuous deployment and continuous service improvement, just to name a few. The overall intent is to automate as much as possible to reduce risk and, yes, bring continuous business value.


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