Many companies are at the forefront of technology within their industries in innovation and providing their customers a great digital experience with products and services.  But leading the digital revolution inside their own companies? Not so [...]

Drive Scalable IT Operations With Monitoring Automation With dynamic, distributed, and modular infrastructure, how do IT operations teams gain the right operational visibility for detecting, diagnosing, and fixing performance issues at scale? Enterprises need actionable [...]

By now you have no doubt heard that ITIL 4 is coming and if you are like most, there are a lot of questions, the biggest of these being simply “Why?” Well, to answer that, [...]

“You Can’t Manage What You Don’t Measure”  I’m sure you’ve heard the adage. The wording may be slightly changed but the meaning has never changed, “you can’t manage what you don’t measure.” Just like all [...]

Why Information Technology Infrastructure Library Became a 4 Letter Word In the US in particular, we have a habit of calling out words we don’t care for, words that represent something reprehensible to us, as [...]

The Wikipedia describes IT Service Management by saying that “IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate [...]

Do you speak the language? I have spent the last 20+ years working in the field of IT Service Management.  In that time, I have had countless conversations with customers as it relates to ITIL.   [...]

And Other Fascinating Thoughts About ITSM Software Considerations     I, am a gamer. I know, I know, not something you really care about.   But it’s true.   Now, many of you may also be gamers. Or fancy [...]

Over the past 5 years as an ITSM Consultant,  I've been involved in hundreds of customer engagements designing and implementing ITIL processes including  Incident, Change, Problem and Service Request Management.  While thinking about my subject [...]

ITIL Foundations and Beyond In my job as a senior IT Service Management consultant, I have worked with over 400 companies—the majority of those I worked with claimed to be “ITIL Trained”.  Unfortunately, it’s rare [...]