If you did the rounds of IT conferences in the mid-2010s, you could be forgiven for thinking that...
Author - Kirstie Magowan
IT Governance vs IT Management: Mastering the Differences
Governance versus management—this is a conversation I have been involved in many times over the...
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...
Introduction to Critical Incident Response Time (CIRT): A Better...
One of the standard metrics for measuring the performance of our incident management practice has...
Outcomes vs Outputs: What’s The Difference?
If you have been paying attention to ITIL® 4 you will almost certainly have noticed the buzz around...
Incident Postmortems: Tips, Templates and the #1 Success Factor
Stuff happens! Our IT systems are incredibly complex. Inevitably, things will break and customers...
Top 5 ITSM Books: What You Should Be Reading
If you are anything like me, you like to learn and keep up to date with changes in the IT service...
How To Evaluate Your Organization’s ITSM Needs
One question I am often asked as an ITSM consultant is, “Where do we start with IT service...
Help Desk vs Service Desk: What’s The Difference?
A few years ago, the ITIL® purist in me would have argued that help desks and service desks are two...