Website downtime, while most obvious when the entire site goes down, is often hidden in backend issues that affect the usability of the site, while preserving the site’s general appearance.
In order to understand the enterprise service management framework, it may be helpful to think of it more as “Employee Service Management.”
The route to successful integration, now more than ever, lies in building and implementing a comprehensive and employee-focused service management strategy.
Knowing how to talk to customers isn’t necessarily something that can be programmed into your team, or an innate underlying skill that they will default to in every situation.
Your Service Desk is the nexus of your communication with both internal and external stakeholders, your customers, and your entire organization.
The ITIL Supplier Management Process provides formal contract oversight, ensuring that service providers and the contracts that regulate them are serving the needs of the business.
CMDB data inaccuracies can have a poisoning effect, multiplying as it reaches through various aspects of your organization and its practices.
Dealing with incidents is a common, if not everyday, function of just about every IT department. Incidents may be indicative of underlying problems (and they quite often are), but they…
The question is: How do you approach ITSM and ITIL governance structure in a way that promotes buy-in on all levels of the organization?
Key performance indicators (KPI) are values that every business can measure and track – values that show the effectiveness of your performance as an organization toward your business objectives.
