Remember this situation? You’re running Windows. The blue screen forces you to reboot your PC. And then it happens again. Incident Management = reboot your PC. And your service (usage of PC) is ...

The identification, management and resolution of problems that affect the quality and efficiency of service provision are absolutely crucial in IT services that underpin critical business operations. ...

The state of Michigan’s gradual rollout of ITIL’s best practices has eased growing pains. How do you convince your network and IT professionals to adopt “best practices” when they think they already ...

Is just being good at your job really still enough? For a long time, it was only results that mattered. As long as you delivered those, people tended not to be overly concerned about how the job got ...