David Papkin ITIL links

This David Papkin page has information about ITIL by Axelos.

Key benefit of ITIL (downloadable)

ITIL Axelos page

ITIL Best Practice

ITIL Templates

Configuration management database

CI eligibility matrix

The relationship between ISO/IEC 20000-1:2011 and service management frameworks

ISO 20000 Part 11 (ITIL Mapping)

ISO 31000 Risk Management

How important is ITIL’s RACI matrix in ITSM?


Dr. W. Edwards Deming (1900-1993) was born an American but spent a large part of his career in Japan. He is recognized as a major contributor to Japan’s later reputation for high-quality products. His impact on Japanese business and industry is considered the greatest of any non-Japanese.

The Deming Cycle


Hyundai Motors Case Study

The 5 Stages of the ITIL® V3 Service Lifecycle

The Kepner-Tregoe Matrix

Service Catalog

The Essential Guide to Creating an IT Service Catalog

Service Operation processes

Event Management, Incident Management, Problem Management, Access Management, Request Fulfilment Service Operation processes

Related Certifications

Lean Certification

Cobit Framework Certification

What Are the Connections & Differences between COBIT and ITIL?

ISO/IEC 20000

MoSCoW method