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More articles By Sharon Gaudin

Figuring Out ITSM Training

So you want to get into IT Service Management? That's great, but where do you start? Who should go for training? What kind of training do you start with? Here are some answers.

How to Set Up Successful SLAs

Setting up strong Service Level Agreements is critical to ITSM, but it's not an easy job. Some analysts and consultants offer tips on how to do it right.

Liberty Mutual Steps Up Performance With ITSM

The insurance giant started implementing ITSM practices two years ago. Today, they know an application is in trouble before it goes down, and IT is becoming part of the business team.

Practical Steps to Getting Started with ITSM

Many IT managers are daunted by the complexity and sheer effort it will take to implement IT Service Management practices. It doesn't have to be that hard.

The Time Has Come for ITSM

With the tumult of the tech boom and bust behind us, analysts say IT managers now have the time and inclination to take stock of how they're running IT. It's time for ITSM.

Building a Team Through ITSM

Giving the opening keynote at the Fifth Annual itSMF conference, John Heller, CIO of Caterpillar, says ITSM is all about building a team focused on serving the customer.

ITSM: How to Not be a Fool with a Tool

In an interview with Datamation, a CEO who was just named one of Canada's Top 100 Women Business Owners explains why ITSM is a sound business investment in a bad economy. She also talks about what it's like to be a female player in the high-tech world, blazing new frontiers, and tackling the challenges of business and ITSM.

ITSM Evangelist Talks Security

There are two key waves rolling through the IT industry these days. The push for increased information security and the separate push for IT service management are both gaining momentum industry wide. The question is if the two IT trends will merge. An ITSM guru talks about just that.

IT Service Management -- Keeping IT Out of the Weeds

A wave of evangelism about IT Service Management is rolling across the industry. IT leaders are being told that IT should be all about servicing the customer. But with tight budgets and short-staffed departments, will this be the one thing that sends IT managers over the edge?

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