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10 Tips for Getting Started with COBIT

You’ve probably already heard of COBIT – it has been around for a while. If you have, then you might remember COBIT from its days of being an approach that was applicable to those with, shall we say, audit requirements. You might also remember COBIT’s longer name (as was) – “Control Objectives for Information and Related Technologies” – which reinforced its audit-based roots. But it’s just ...

ITSM 101: When CSI Does More Harm Than Good (and How to Avoid It)

Continual service improvement (CSI) has unfortunately been a long-neglected area in IT service management (ITSM), sometimes viewed as the ultimate post-success undertaking (“We’ll get to that once ...

ITSM 101: 5 More Ways People Misuse ITIL

In my last ITSM 101 blog, I wrote about five ways people commonly misunderstand and misuse ITIL. From overly focusing on the processes, through expecting a new IT service management (ITSM) tool to ...

ITSM 101: 5 Ways People Misuse ITIL

If you follow Twitter and read blogs about IT service management (ITSM), as I do, you will probably have read lots of complaints about ITIL. And yet most of the IT organizations that I work with use ...

ITSM 101: 5 Ways to Improve Your Major Incident Communications

The major incident management process can be one of the most important IT service management (ITSM) processes for an organization. A major incident can hurt business operations (and thus revenues). ...

ITSM 101: Getting Started with ITIL

I suspect that most of my readers have heard of ITIL, the world’s most popular set of practices for IT service management. In fact, I’d guess that many of you have probably already tried to ...

Help Desk: The Tool for Better Infrastructure Problem Solving

In an IT business age characterized by countless and recurring infrastructure problems, keeping IT assets well maintained is a task that needs to be seriously undertaken by organizations. To meet ...

How Can Inventory Management Take Advantage from Service Desk

The present era characterized by complexity in technology advancements makes it imperative for IT companies to be a step ahead of their customers and end-users when it comes to attending to and ...