These days everyone seems to be defined as a customer. Indeed, it`s the one thing that unites a bank account-holder, an online shopper and even an end-user of a corporate IT system. And the one thing ...

About three years ago, a trade publication rated analysts based on predictions they made, citing relevance and outcome. I remember getting something like a C+ (not a bad grade for the overall pack) on ...

Last week we described the confusing world of management frameworks and concluded that the two big approaches are TMN if you are running a carrier network and ITIL if you are running an enterprise ...

ITSM and ITIL came to life for me in the 2000s. Concepts such as availability management, service continuity management, change management and problem management appealed to me because they focused on ...

Pressures to decrease cost, increase reliability, and comply with local regulations conspire to make it harder than ever for IT to deliver business services efficiently. We are fast approaching the ...

An executive seeking to advance the efficiency of an IT organization has no shortage of options. Not-for-profit organisations have developed a wide range of objective, independent improvement ...

The latest version of ITIL emphasizes knowing how an organization will service a system before it's built. But to get the full benefits of these best IT practices takes a lot of training. In its ...