The Impact To Your Business of “Unplanned Work”

You can’t feel it, you can’t see it, you can’t touch it, but unplanned work is…

ITIL Service Catalogs

By this point, you hopefully realize that I’m a bit of an ITIL and process junkie!…

WHAT IS A HELPDESK?

OK, to start with it’s not a desk that helps people! A help desk is a…

TO SOURCE, OR OUTSOURCE … THAT IS THE QUESTION!

Continuing our discussion about ITIL Service Strategy, lets start talking about Sourcing.  Sourcing is about analysing…

SERVICE PORTFOLIO MANAGEMENT

The Service Portfolio describes the commitments and investments made by a service provider to its customers…

TYPE I, II AND III PROVIDERS

Service Provider Types  Although most aspects of service management apply for all types, it is important…

THE 4 P’S OF SERVICE STRATEGY

Competition is extremely fierce in the world of business, only a handful survive, and some can…

ITIL DEFINITION OF SERVICES

I think you all know that I’m a big fan of ITIL but sometimes I think…

SERVICE STRATEGY – AN INTRODUCTION

Perhaps somewhat self-explanatory, but Service Strategy is the strategy used by a business to execute its…

The Difference Between Incident Managment and Problem Management

Incident Management and Problem Management are both key components of the ITIL service model and have…