Tweet Today I was interviewed by somebody from the itSMF about trends in the ITSM education and training industry. Inevitably the questions go the theRead More »In times of recession – how does ITIL Service Management help to keep your good employees?
Tweet Yesterday was day 2 of the Service Transition course and we were discussing the following processes: Transition Planning & Support Service Asset & ConfigurationRead More »Set your service Free!! or: Free Willy – the ITIL way…
Tweet When you start looking at the reason why many SLAs fail to deliver upon their expectations, you often see that the Service Level ManagementRead More »SLAs come with a process attached, says ITIL Service Management
Tweet The ITIL V3 lifecycle phase of Service Strategy puts a strong focus on Demand Management and the role it plays in the strategy towards,Read More »ITIL V3 Service Strategy Process Demand Management works with other processes
Tweet Did that get your attention?! Reality is that most people struggle with the implementation of Configuration Management. Their projects tend to become ‘bigger thanRead More »how to implement a CMDB, CMS and Configuration Management without any problems
Tweet To continue on the subject of Cloud Computing and ITSM, I started thinking about Service Level Management. What effect does Cloud computing (potentially) haveRead More »Service Level Management for cloud computing
Tweet I had a brain wave yesterday… (!) All of a sudden it dawned on me that a ‘want’ is not the same as aRead More »ITIL Service Management – or how to deal with customers who say: "I want – I want – I want…"
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Tweet Now that I’ve got your attention… At the beginning of each year we tend to look at the things we need or want toRead More »Delivering Unforgettable Customer Service – yes you: ITIL expert! (I am talking to you!)