IT Service Management (ITSM) has become widely recognized as a business friendly approach to delivering IT service, but the complexity of frameworks, standards, and best practices can sometimes have the unintended consequence of distorting the...

IT Service Management (ITSM) has become widely recognized as a business friendly approach to delivering IT, but the complexity of frameworks, standards and best practices can sometimes have the unintended consequence of distorting the core goals...

IT Service Management (ITSM) frameworks and standards fail to define what service orientation should look like for small and mid-sized shops. Instead of blind framework adoption, use a diagnostic approach and apply common sense to satisfy the...

Business leaders constantly look for methods to improve their businesses. Six Sigma is one such method. Despite existing for almost two decades, people still ask, "What exactly is this mystical Six Sigma, and what does IT need to do if the...

IT departments can improve service quality by taking a lesson from Gallup's customer service studies on managing Human Sigma which emphasize the value of service perception as much as service utility.

In-Depth Report

IT service management is a key weapon in the war to make IT more responsive to the business users it serves. Best practices frameworks such as IT Infrastructure Library (ITIL) provide the essential structure to moving forward with service...