HDAA Resource Area
In part 1 of my series on ITIL® 4, we discussed the changes in the language of ITIL - a language that we've all ...
The calls keep coming. Every day, it feels like the same calls come in to the service desk, and there's nothing that...
If you avoid conflict to keep the peace, you start a war inside yourself. - Cheryl Richardson
As I sat having a conver...
Do you think that DevOps and ITIL® are BFFs? Or are you or your organization under the impression that DevOps and IT...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Subject:
Sharing Operational Procudures
Timeline Request:
Responses collated June 2019
Request:
How does your Se...
Since authoring the 2011 edition of ITIL® Service Strategy, many organizations have asked me to review their strateg...
