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A “problem,” a “problem ticket,” a “problem management process,” an “incident?” Here Matthew Burrows attempts to clear up the confusion between incidents and problems once and for all.
Will the knowledge revolution make IT professionals surplus to requirements? Sollertis CEO, Kevin Baker shares his thoughts on the changing landscape of knowledge management.
“IT professional training is broken.” And one of the reasons we have this situation is our approach to “scoping and evaluating” training. In this article we take a look at why.
Why are organizations not translating excellence in IT management into equally good service? And can ITSM best practices, such as ITIL help remedy this?
To measure, document, and report IT service availability in ways that will be helpful to your organization and your customers you need to do two things…
Is it time to make some changes to ITSM training? To remove siloes, with end-to-end service delivery (strategy to design to operations) with CSI thrown in.