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Illustrated overflowing trash can filled with service tickets representing unresolved closure waste at the IT service desk

Fine-tuning Service Management Boards: How to Find the Waste Hiding Between “Resolved” and “Closed”

Most IT service desks can say exactly how long resolution took last month. Ask how long closure took, and the room goes quiet, because the SLA clock had already stopped by then. This article sets out six closure-stage patterns worth tracking, from zombie backlogs to calendar-driven closing, and how to redesign a Kanban board around aging and closure lag rather than the metrics resolution reports already cover.
Illustrated oil pump jacks and industrial smokestacks against a red sky with the Iranian flag representing ITIL adoption in Iran's oil and gas industries

ITIL: Best Practice or Business Necessity? Why Service Management Prevents Technology Waste

Iran is rich in oil and gas, yet poor governance has held its technology sector back. A MedaNet practitioner with two decades of ITIL experience there argues the real problem was never a shortage of equipment; it was buying systems without managing them. Drawing on work across banks, oil and gas, and petrochemical companies, the article sets out why ITIL matters as a discipline for using what you already own.
Illustrated gear shift with labels Record Route Assist Resolve Prevent representing the service desk automation outcome ladder

Service Desk Automation: How to Automate Resolution, Not Just Ticket Handling

An employee reports a dropped VPN connection, and every step of the IT service desk automation fires perfectly: intent read, ticket routed, history attached. The VPN still does not work. This gap between a well-handled ticket and a solved issue is the most common outcome in IT service desk automation today. The article maps a five-level outcome ladder and how to measure verified resolution instead of ticket volume.
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