Allow me to move off ITSM a bit. Trust me, I'll get back to it. I am not a social media expert, and I'm skeptical of many self-des...

I am not a big fan of ITSM maturity assessments.  Don't get me wrong, I think we should DO maturity assessments; it's just that they...

There is no value in arguing the difference between Incidents and Problems. That doesn't mean you shouldn't have a clear distinction...

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...