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.
The advantages of capacity management are plentiful. Simply put, IT capacity management is an ideal arrived at through the construction of a set of processes and monitoring efforts.
For the sake of your customers, and for the sake of all your organization’s stakeholders (both internal, and external) it’s crucial to understand how IT and ITSM affects your customer…
What is Agile Service Management in an IT Service Management (ITSM) context? Is it an official term? Is there a body of knowledge behind it? Before answering that question, it’s…
