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Here we look at where incident management stops and problem management begins, and the difference between the two – with help from Batman and Columbo.
This article looks at how to succeed with knowledge management, and how knowledge sharing shouldn’t stop at functional or process boundaries.
Better change management is critical to improving technology delivery, but how do you go about achieving it? Here Rebecca Beach shares her experience.
Intelligent disobedience is a concept that can – and should – apply to any aspect of ITSM. And done well it can deliver significant benefits. See more here.
Do your change advisory board (CAB) meetings go on endlessly? Don’t worry, help is at hand with some ideas on how you can help your business succeed.
So what did the authors add to the ITIL and ITSM ecosystem by contributing to the ITIL Practitioner Guidance publication?