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Vawns Murphy

Irish mum of 3. ITIL V2 Manager (red badge) and ITIL V3 Expert (purple badge). SDI Managers certificate. Further qualifications in COBIT, ISO 20000, SAM, PRINCE2 and Microsoft. Author of itSMF UK collateral on Service Transition, Software Asset Management, Problem Management & the "How to do CCRM" book. Reviewer for the Service Transition ITIL 3 2011 publication.
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Recent Posts

How ITIL 4 Enhances Service Management

ITIL and service management go hand-in-hand. But it’s important to understand that they aren’t the same thing and that the terms can’t be used interchangeably – whether it’s service management per se or IT service management (ITSM). An easy way to view this is that while ITIL is a body of service management best practice, not all service management is based on ITIL.

10 Tips for Handling an Angry Customer

It’s never fun dealing with complaints and customer escalations, especially when things get heated or contentious. But it definitely helps if you employ a consistent approach that ups the likelihood ...

5 Ways to Overcome Superhero Syndrome in IT Support

Let’s face it. Everyone loves a superhero. The Avengers, Batman, even Mighty Mouse (or is this just me showing my age?). IT departments are generally sources of heroes – our IT heroes. We all know ...

IT Asset Management Myth Busting

 So, here’s the deal. IT asset management (ITAM) as a capability is something that can really help your organization to get a handle on what’s being used within your IT environment. Done well, it can ...