Bots, buttons and gizmos galore (thingamabobs, I’ve got plenty) IoT and Internet bots continue to gather steam, with organizations investing heavily in new technology, yet
This is the second part of a two-part blog series. The first installment looked at Change Management. Unlike change management, a solid problem management process
Implementing and benefiting from service management processes is most definitely a marathon, not a sprint, with value to be gained along the way. In my
A couple of recent client engagements have had me wondering about this question. If Change Management is done properly, do we really need final approval
Many IT organizations fail at their first attempt to go online with Service Management via a Service Portal or Service Request Catalog. Today I’ll look
Spoiler alert: You may get more value out of ITSM after reading! Much is written about the business value of ITSM and the failure of
Site hacking is a case of ‘when’ not ‘if’ Virtually everyone in IT (or maybe the highly developed world) knows about identity theft and we’re
How innovative is your IT organization? Are you looking at ways to embrace current technologies and use them to make your business or organization more competitive in
I guess it’s a side effect of my role in the ITSM industry, but whenever I interact with a Help Desk or Service Desk, I
We’ve been saying it for years, “it’s time to drop the IT from ITSM” but it’s even more appropriate today than it was when I
How hard do you make it for your customers to do their jobs? What levels of bureaucracy have you implemented in the name of security
Similar to mission and vision determining direction, the goals of an ITIL (or any best practice) implementation are a good indicator of how successful it
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