In this post, we will examine the rise and domination of ITIL, looking into how prevalent it actually is, and why that may be so. We’ll also take a look…

Implementing an IT knowledge management strategy isn’t necessarily intuitive for every company and every IT department, but it is quickly becoming among the expectations of your current and potential customers.

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.  

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…

A “major incident” can be a nightmare for any business – that much seems agreed upon. In practice, however, defining what a major incident is and how to respond to…

The most common question relating to implementation of ITIL-based IT service management initiatives tends to be: “Where do we start?"

The larger an organization, the more difficult it is to track and predict purchasing and maintenance costs for all of the devices employees use. That’s why lifecycle and warranty tracking…

According to ITIL, service management is “a set of specialized organizational capabilities for providing value to customers in the form of services.” It’s important to remember that customers (in this…

With an effective employee service management strategy, you can ensure that internal resources are aligned across departments. The service catalog lets you create a menu of services for employees to…

The service desk is the hub that supports all business-related technology that helps businesses generate profits – but in and of itself, the service desk doesn’t turn a profit for…