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Finding the Right Fault is Key to Superior Incident Investigation
How often do you have incidents that take far too long to resolve or restore service? Do your Incident Statements have fault wording like Slow, Degraded, Poor performance, etc. If this is the case, then this vague wording is… read more
Why Service Automation is going to be the Next Big Thing
The secret to exponential organisations Have you ever wondered why some organisations are successful and others – despite good products and services – never achieve the breakthrough that they so aspire? What is it that makes ‘exponential’ organisations… read more
How to Transform Information from Raw Data to SME Knowledge Effortlessly!
Many IT Professionals look at the same set of data and come to the conclusion that the raw data as it is represented at that time does not add any value towards making a conclusion. That might be… read more
ITSM Career Path
This ITSM career path illustrates the potential career progression you can make in IT service management. It recognises the importance of certification and experience, and provides a high level alignment with SFIAplus. The diagram summarises the characteristics and… read more
The IT profession and the cloud – are technical competencies on their way out?
The current shortfall in cloud skills is a real problem, however previous investments in IT management structures and best practices such as ITIL can be capitalised on and provide a solid foundation for managing cloud based services and… read more
7 Steps to Continual Service Improvement (CSI) Success
No matter the size or maturity of your service desk, every service desk manager questions how to implement Continual Service Improvement (CSI) and make it meaningful. Implementing CSI successfully can be hard enough; implementing it according to Pink… read more
How to pick an ITSM toolset
Article by Jamison Pfeifer, Cherwell, based on a webinar presented by Peter Hubbard, Pink Elephant EMEA. Choosing an IT service management (ITSM) toolset is one of the most important and, undoubtedly, most involved decisions you will make as… read more