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More articles By Hank Marquis

How to Get Started with ITIL Incident Management

Six steps are all you need to get Incident Management under control, writes ITSMWatch columnist Hank Marquis of Global Knowledge.

How to Measure ITIL Service Utility and Warranty

By understanding the ITIL concepts of utility and warranty in ITIL v3 you discover competitive advantage, cost controls, customer satisfaction, and business IT alignment, writes ITSMWatch columnist Hank Marquis of Global Knowledge.

Social Media for ITSM: Adapt or Perish

The implications of social media to IT service management are nothing short of profound, writes ITSMWatch columnist Hank Marquis of Global Knowledge.

ITSM Tool Adoption: Pass or Fail?

Many ITSM tool implementation projects fail to deliver, writes ITSM Watch columnist Hank Marquis.

The 3 Keys to ITIL Success

ITIL implementations are projects like any other and should be treated as such, writes ITSM Watch columnist Hank Marquis of Enterprise Management Associates.

Think Past Internal Boundaries to Justify IT Projects

You can use ITIL v3 thinking to evaluate IT projects in a flat budget world, writes ITSM Watch columnist Hank Marquis of Enterprise Management Associates.

The Politics of IT Service Valuation

Don’t value services based on the customer, but on enterprise risk, writes ITSM Watch columnist Hank Marquis of Enterprise Management Associates.

The Best Way to Define IT Services

SID is the best way to define IT services bar none, writes ITSM Watch columnist Hank Marquis of Enterprise Management Associates.

Congratulations, You've Inherited a Management Tool! Now What?

It’s not the tool, it’s the process that matters, writes ITSM Watch columnist Hank Marquis of Enterprise Management Associates.

Automating ITIL

ITIL is rife with opportunities to improve IT’s services through automation, writes ITSM Watch columnist Hank Marquis of Enterprise Management Associates.

9 Steps to Higher Quality

Structured use of PDCA-FOCUS can produce amazing results, writes ITSM Watch columnist Hank Marquis of itSM Solutions.

Fault Tree Analysis in 6 Steps

Often misunderstood, FTA requires nothing more complex than paper, pencil, and an understanding of the service at hand, writes ITSM Watch columnist Hank Marquis of itSM Solutions.

The Truth About Configuration Management and the CMDB

CMDBs are not all-powerful, magical repositories of your sacred IT icons, writes ITSM Watch columnist Hank Marquis of itSM Solutions.

ISO-20000 and What it Means to You

More and more, companies will be looking for this certification before doing business with you, writes ITSM Watch columnist Hank Marquis of itSM Solutions.

You Don't Need Every Part of ITIL

ITIL describes a near perfect end-state most organizations not only don’t need, they could never attain (at least not easily), writes ITSM Watch columnist Hank Marquis of ITSM Solutions.

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