More articles By Hank Marquis

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

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.

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

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

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

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.

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

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

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

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

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

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.

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

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

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.