ITSMTransition

Month: November 2013

IT Transformation; Hitting ‘The Wall’

If you’ve been working on IT Service Management for some time, you’ve undoubtedly had times when you are just exhausted. Not sure you can take another step. Sound familiar? So much to do, so much opportunity; an endless uphill battle. And on top of that… …the regular job most of us in Service Management have …

What is Basic ITIL Request Fulfillment?

Like it or not, customers evaluate IT on two things: How well you fix things that break, and how well you get me things I need. This article focuses on making happy customers through Basic ITIL Request Fulfillment. Incidents and Requests Incidents and Requests are often lumped together in the Service Desk as “calls” or …