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Targeted communications key to ITIL implementation success

Why are people often the afterthought in an ITIL implementation, when they are the individuals who carry out the processes? One reason is that because the ITIL framework supports IT Service Management (ITSM), it’s usually driven as an… read more

What is IT Service Management?

Using “Ask Jeeves” I posed the question “What is IT Service Management?” Not surprisingly top of the responses was “Service Management Software”, other responses included: “IT Service Management involves assessing and improving IT processes and technologies to meet… read more

What is the difference between a Help Desk and a Service Desk?

What is the difference between a Help Desk and a Service Desk? By Kate Hamblin, IT Management Consultant “What’s the difference between a Help Desk and a Service Desk?” A question I frequently get asked on training courses…. read more

8 Questions you need to ask about your Change Management process

I am often confronted with a belief that selecting a service management toolset will magically instill the discipline of service management within an organisation.  I know it has been said many time before but having a service management… read more