Articles, white papers, etc. on ITIL and ITSM

These suggested readings may inspire thought on how we can implement ITSM processes within IT Services. We may agree or disagree with the ideas presented — either way, they are useful to gain a better understanding of what others are doing in the field, and give us a common basis of knowledge from which we can build as an organization.

Videos (on Video @ McGill)

ServiceNow Homepages and basic navigation

ServiceNow lists – search, filter, sort and group items in a list.

ITSM Process Documents

Project Documents for Phase 2.1

Project Documents for Phase 2.0

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