What is Supplier Management From an ITIL Perspective?
09/25/18 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 …
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IT Service Management
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How CMDB Data Inaccuracies Can Impact ITSM Success
09/20/18 CMDB data inaccuracies can have a poisoning effect, multiplying as it reaches through various aspects of your organization and its practices. The post How CMDB Data Inaccu…
When Does an Incident Become a Problem?
09/13/18 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 a…
Success Factors for ITSM Governance Structures
09/11/18 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? The post Success Factors for ITSM …
ITIL v3 Suggested Change Management KPIs
09/06/18 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 yo…
Advantages of Capacity Management
08/31/18 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 monitorin…
How IT Affects Your Customer Experience Strategy (And Bottom Line)
08/29/18 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 y…
What is Agile Service Management?
08/23/18 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…
Change Management Checklist
08/21/18 As a general concept, change management is relatively straightforward, if a bit broad in its scope. Change management as an ITSM discipline, on the other hand, is more spe…
The Measurable Impact of Service Desk Automations and Artificial Intelligence
08/16/18 The technology is new and it’s evolving, but there are already tangible benefits in service delivery time and accuracy. Which of these features would have the greatest imp…
Data Center Migration: Planning, Strategy, and Execution
08/14/18 There are many reasons why an organization may need to migrate a data center (DC). This migration of data may seem like it should be a relatively straightforward, simple o…
Building an IT Service Desk Automation
08/07/18 Service desk automations are designed to streamline processes and remove the tedious areas of service delivery, so your service providers and technicians can focus on exce…