IT S&M Pain or Pleasure – Major incident management
In the final part of this three-part blog we look at the pleasure and pain involved with Major incident management Major Incident Management To my
James Gander
April 7, 2015
Tag: ITIL
Service Desk – Shift Left! And Then Again!
Service Desk 360 recently conducted a survey with the purpose being to collect different views and wants across the IT department; from the IT Director
KarenFerris
March 30, 2015
Service Management – A whole thing that just works is often better than perfect pieces
Service Management – Old isn’t always out of date Things have always changed, but for human society the rate of change over the past 40
IvorMacfarlane
March 25, 2015
Password reset – is it a change or a service request?
Let me apologize from the start for attracting your attention by this title. I will not answer that question. An ITSM thread on a social
Robert Falkowitz
March 20, 2015
IT Strategy: Where are we going?
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
Phyllis Drucker
March 15, 2015
A journey from Service Management to Service Management via IT
One of the things about staying around an industry space long enough to get old is that you see things change so much they come
IvorMacfarlane
March 4, 2015
Kill DevOps
There’s an interesting parallel between Zen and DevOps. This is best illustrated by a kōan. Just to refresh your memory, a kōan is a story,
Mark Smalley
March 3, 2015
Measure Twice, Cut Once! The key to successful configuration management
Most of us have heard the expression ‘measure twice, cut once’. Used in a carpentry sense (literal) it means you should double-check your measurements for
KarenFerris
February 19, 2015
Service Desk Basics: what to do when the end user doesn’t respond?
If I remember my ITIL* studies and exams correctly – well it was over ten years ago – an incident or service request should only be closed by the
Stephen Mann
February 16, 2015