Growing up in a rural area meant that you often picked up local “idioms” as part of your language. Words such as ain’t, if’n and y’all were part of my everyday speech. One of my local idioms was ...

With the excitement of a new version of ITIL (IT infrastructure library), there should be a resurgence of interest in ITSM (IT service management) as well. IT service management (ITSM) is nothing new.

As a guiding framework, Information Technology Infrastructure Library (ITIL) functions to help IT services keep pace with the organization’s needs and goals. As the spread of digital transformation ...

Information Technology Infrastructure Library (ITIL) best practices for IT Service Management (ITSM) have become the accepted basis of improved service delivery, serving as a framework for the closer ...

These days everyone seems to be defined as a customer. Indeed, it`s the one thing that unites a bank account-holder, an online shopper and even an end-user of a corporate IT system. And the one thing ...

After a rollercoaster ride in IT investment over the past few years, many organisations are beginning to look at how they use information technology in a more strategic manner. Most critical business ...

It’s been nearly a year since Version 3 of the IT Infrastructure Library (ITIL) came out. The update to ITIL, a framework for best practices in IT service delivery, was intended to sharpen its focus ...

In a recent newsletter, we pointed out that poor WAN management processes cause the majority of WAN outages. We also noted that in spite of this fact, most network organizations focus much more on ...

It’s fair to say that the IT service management (ITSM) landscape has evolved over the years – as a result of the varying jobs that they undertake – be it: wanting something fixed, wanting another kind ...

In 1944, the CIA’s precursor, the Office of Strategic Services, distributed the Simple Sabotage Field Manual, a pamphlet containing instructions on how Allied sympathizers in Nazi Germany might weaken ...