Is there any topic more discussed in ITSM circles than measurement? Between SLAs, response times, MTTR, average hold time, abandon rate, etc...

In Part 1 , I questioned a fundamental assumption around IT services and how they are supported: that the Help Desk should be the place to s...

If you are part of a corporate IT group, chances are you are struggling like I am with the concept that IT is a support service. It used to ...

I've been thinking a lot lately about utilization of the Help Desk (Service Desk, whatever...), and how many of us in IT management cons...

We're looking at Service Desk toolset vendors. There. I said it. How many of you out there are bold enough to make that statement on a w...

"I'd love IT to be a driver of corporate growth, but we don't have enough resources to even maintain what we have." Have y...

On my way into work several weeks ago, I saw the ominous orange DOT sign stating: "Road Closed Starting April 28". This happe...