Change management is among the most complex and challenging processes Global 2000 organizations face. Indeed, many IT service quality problems can be linked directly to poor change-management ...

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 ...

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 ...

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 ...

It’s no secret that the technology needs of small to midsized businesses are often left unmet. For most SMBs, budgets are lower, IT staff is limited and overtaxed, and strategic planning is secondary.

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 ...

Management elements should include definitions of measurement standards and methods, reporting processes, contents and frequency, a dispute resolution process, an indemnification clause protecting the ...

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 ...

What’s in a Service Management Plan? Your email has been sent When should a SMP be drafted? Term for a Service Management Plan Typical content of a Service Management Plan Signatories and sign-offs ...