This article is cross posted at The ITSM Review . In my first article “ Do your metrics tell a story? ” I discussed the “traditional” appr...

This article was cross posted at The ITSM Review and KPI Library Expert blogs. Do your service management metrics tell a story? No? No w...

" Patriotism is the last refuge of a scoundrel " - Samuel Johnson, April 1775 This quote came to mind after reading a comment ...

That's a pretty big question. A recent blog post by Nate Beran (" Who are we to decide? ") and subsequent Google+ discussion ...

I was re-reading an IT Skeptic blog post from a couple months ago, called " Obtaining compliance for policies, processes and proc...

I hate SLAs. Or rather, I hate the way SLAs are commonly used. All too often, they are used as the outcome of Service Level Management; much...

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...