https://esm-guide.com/en/categories/itsm-and-itil/Recent content in ITSM and ITIL on ESM GuideHugoen-USFri, 21 Aug 2026 00:00:00 +0000https://esm-guide.com/en/blog/incident-management-vs-problem-management/Fri, 21 Aug 2026 00:00:00 +0000https://esm-guide.com/en/blog/incident-management-vs-problem-management/<blockquote> <p><strong>In short:</strong></p> <ol> <li>An incident is measured in time to restore, a problem in incidents avoided.</li> <li>A workaround closes an incident but never closes a problem.</li> <li>Grouping recurring incidents is the main entry signal for problem management.</li> <li>A known error is a problem with an identified cause and a documented workaround, ahead of the permanent fix.</li> </ol> </blockquote> <h2 id="two-practices-two-clocks">Two practices, two clocks</h2> <p>An <strong>incident</strong> is an unplanned interruption to a service or a reduction in its quality. The associated practice pursues one objective: restore service as quickly as possible. Restart, fail over, reassign a licence, the means hardly matter, including when they fix nothing fundamental.</p>https://esm-guide.com/en/blog/itil-4-guiding-principles/Wed, 19 Aug 2026 00:00:00 +0000https://esm-guide.com/en/blog/itil-4-guiding-principles/<blockquote> <p><strong>In short:</strong></p> <ol> <li>ITIL 4, published in 2019, places seven guiding principles ahead of its 34 management practices.</li> <li>These principles are rules of conduct, not processes to execute: they exist to arbitrate, not to run.</li> <li>Three of them, start where you are, keep it simple and progress iteratively, are enough to frame most projects.</li> <li>The framework cannot certify an organisation: that certification falls under the ISO/IEC 20000 standard.</li> </ol> </blockquote> <h2 id="why-itil-4-starts-with-principles">Why ITIL 4 starts with principles</h2> <p>Earlier ITIL versions mostly described processes. ITIL 4 reverses the order and sets out seven <strong>guiding principles</strong>, valid in any context, before going into practice detail. The intent is explicit: avoid the mechanical application of a procedure catalogue to an organisation whose actual maturity nobody has examined.</p>