Employee engagement had been a popular corporate buzzword the past few years. I've been a bit leery of how the term is applied, since i...

I had a great conversation with a new client today.  It was a pre-workshop call to solidify the agenda for our upcoming process re-engineeri...

This started as a reply to a blog written by ITSM consultant extraordinaire Barclay Rae. Go back and read that if you get the chance. My t...

I've received great feedback on my article, " Process Improvement is not Service Improvement ". I was in the process of respon...

What is the statute of limitations on ITSM transgressions? I hope they have long past, since I am now confessing some of my past sins. I...

Business value of IT services is often defined as a simple formula. Value = Efficiency + Effectiveness ITIL puts it this way. Value = ...

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