Developing Service Management Capabilities

  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...

Why Did You Buy Your ITSM Tool?

Getting The Most From Your Service Management Platform As more and more companies purchase new service management platforms, or make changes to their existing platforms, one thing has become quite clear. Companies are hesitant to explore options outside of the...

ITIL, SLA, and Triage

ITIL Compliance Or Proper Triage Methodologies? Ah, yes, the good ol’ days. A customer calls into the Service Desk, opens a ticket, the ticket gets classified and worked, potentially being resolved on the same call. When it couldn’t, it was worked within an agreed...

Gender Roles In Problem Solving

Men are from Mars, & Women Solve Problems I do believe that women and men are equal; yet uniquely different.  One of the ways in which this difference is manifested is in the way that women and men approach problem-solving. This can be vastly different and...