In my continuing role as the Jiminy Cricket of IT Service Management, I frequently find myself pulling the reins in on the futurists, and p...

I've gone and done it. I've joined the dark side. And I couldn't be happier. This week marks my final week as a pure IT...

This blog is about, if nothing else, pragmatism. How do we take the conventional wisdom and best practices of the world outside my company, ...

I just had an interesting exchange during an identity management planning discussion. We were reviewing fields included in a new HR system f...

I once had my accounts at a bank where customer service was very good at resolving errors in my account. However, I ended up needing to ...

(Much of this article is also posted as part of a co-authored piece on ServiceManagers.org ) What is the relationship between Service Lev...

Is ITIL the enemy? At the end of ServiceNow's Knowledge12 conference in May, a presenter noted that the term "ITIL" had barely...