Understanding how well your service management initiatives are translating to business success is...
Author - Kirstie Magowan
SLAs vs OLAs: Comparing Service and Operational Agreements
I often see some confusion between service level agreements (SLAs) and operational level agreements...
The State of ITSM in 2021
When I started writing this, COVID-19 was just a whisper on the horizon, something that did not...
Service Desk Mission and Vision Statements: The Basics
Does your service desk have a mission and a vision statement? Does it need one? And probably the...
Is DevOps Dead?
If you did the rounds of IT conferences in the mid-2010s, you could be forgiven for thinking that...
IT Governance vs IT Management: Mastering the Differences
Governance versus management—this is a conversation I have been involved in many times over the...
ITIL® and SIAM™: A Productive Partnership
Here’s a question I get often. If you’re running your IT services using a service integrator model...
Choosing IT Metrics That Matter
Technology workers love metrics—maybe too much! This love of numbers, graphs, and reports too often...
People, Process, Technology (and Partners): An Introduction
When I was first introduced to the ITIL® framework at the beginning of the millennium, we were...
ITIL 4 vs ITIL v3: What’s The Difference?
Unless you’re brand new to IT service management, you’ll have heard a lot about the new version of...