HDAA Resource Area
It is rare to hear an IT organization complain that they have too much budget and that their employees are trained too w...
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...
I love what I do, I love my coworkers, and I love where I work. I believe these three things are the key ingredients to ...
A simple phrase is keeping you from greatness.
Many phrases are so commonly used that we actually start believing them...
