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Simplicity is Key: Malcolm Fry on ITIL and ITSM

This article is essentially the transcript of a Q&A session with the author of ITIL Lite Book, Malcolm Fry, about ITIL and ITSM.   Some of the questions that he answers in the piece include what has changed and what is driving change within the IT service management arena, what the first step IT must take to simplify service management, and what the primary elements are that can be used to simplify ITSM. First, ITSM has to address the speed of change. For example, iPhones have only been available since 2007! Is that all? Seems like they have been around forever. In just four short years everyone has become a geek with the most common technical term being “there's an app for that”. Now everyone wants their business services to include “apps” for Smartphone's. Fry offers a wide range of professional and expert advice about both ITIL and ITSM in this article and for that is well worth the read.     He provides insight into many of the big questions that businesses and professionals have now a days regarding ITIL and ITSM, and with detail.  

About Richard Wood

Richard Wood has been the publisher of CAI's Accelerating IT Success newsletter since its inception in 2011. A Marketing Major at Cal Poly Pomona he has been working with Computer Aid since 2001. He can be reached at

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