Last week, I discussed my view that business service management and service-level management are really variations on a theme, and that the natural evolution and acceptance of SLM concepts resulted in ...

Change management is among the most complex and challenging processes Global 2000 organizations face. Indeed, many IT service quality problems can be linked directly to poor change-management ...

Newton’s Third Law of Motion states, “For every action, there is an equal and opposite reaction.” That law holds true even when applied to the deceptive and fraudulent actions of some major players in ...

IT organisations have historically struggled to harmonise the functions of the IT backroom with the business processes they serve. But as core business operations have become ever more dependent on ...

In recent times, many organizations have found that in spite of their IT departments meeting requisite service levels as stated in IT service level agreements (IT SLAs), business units are still ...

Pressures to decrease cost, increase reliability, and comply with local regulations conspire to make it harder than ever for IT to deliver business services efficiently. We are fast approaching the ...

Management elements should include definitions of measurement standards and methods, reporting processes, contents and frequency, a dispute resolution process, an indemnification clause protecting the ...