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 ...

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 ...

Earlier this year, I wrote a column about service-level management in the enterprise and asked for your help in understanding changes between the years 2003 and 2004. We conducted a survey that asked ...

I wore the world's first HDR10 smart glasses TCL's new E Ink tablet beats the Remarkable and Kindle Anker's new charger is one of the most unique I've ever seen Best laptop cooling pads Best flip ...

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 ...