Masonry Grid – 4 columns

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What is a Service in ITIL?

Looking for a working definition of an ITIL Service? Is it Customer Service, or something more? Read on for a…

Enabling Excellence in IT Service Management

I expect excellence in myself and others. Excellence is relative to my current ability; always striving for continual  improvement. Excellence…

Six Problem Management Myths Busted (and One Confirmed!)

Just because every now and then, you call an IT issue a “problem” and resolve it, does not mean you’re…

What is Basic ITIL Problem Management?

When Devo unleashed their infamous “When a problem comes along, you must whip it”, they did more than coin an…

The Real Value of ITIL Incident Management

The value of ITIL Incident Management is not restoring service. You heard me right. If you’re focusing on how quickly…

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.…

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…

How Organizational Management of Change is Like Quitting Smoking

Organizational Management of Change is a lot like quitting smoking.  Most of us know a current or former smoker, and…