The Diplomacy of a Service Level Manager By Ami Nahari -
ITIL Article Published July 1, 2009
The service level manager in the role of the negotiator must be diplomatic and sensitive but also firm, writes ITSMWatch guest columnist Ami Nahari of BT.
What ITIL Doesn’t Cover By Rob England -
ITIL Article Published June 25, 2009
There's a popular misconception that ITIL describes IT Delivery. In fact, argues columnist Rob England, it doesn’t even fully describe IT Service Management.
Using BPMN to Enhance ITIL's Effectiveness By Eddy Peters -
ITIL Article Published June 15, 2009
Modeling makes words that much more effective, writes ITSMWatch guest columnist Eddy Peters of CTG.
Making the Business Case for ITIL By Anthony Orr -
ITIL Article Published June 4, 2009 ITSMWatch guest columnists Anthony Orr of BMC and Erin Casteel of Solisma layout the the business case you can use to make ITIL a reality in your IT department.
Understanding and Maximizing Your ITSM Investment By David Mainville -
ITIL Article Published May 22, 2009
It’s more than a matter of faith, writes ITSMWatch guest columnist David Mainville of Consulting-Portal.
Seven Tips to Rapid Service Transformation By Martin Likier -
ITIL Article Published May 15, 2009
No ITSM methodology can guarantee success, but there are ways to shorten time to implementation and ensure you get it right the first time, writes ITSM Watch guest columnist Martin Likier of Forsythe.
Twitter ... As an IT Service Management Tool?!? By Jason Druebert -
ITIL Article Published May 8, 2009
Twitter helped reduce critical incidents from one a week to one every three months, writes ITSMWatch guest columnist Jason Druebert of BT Professional Services.
The (Ongoing) Evolution of the ITIL Request By Rob England -
ITIL Article Published April 27, 2009
From no standing at all to an equal peer of Incident, the humble Request has grown in importance with each new version of ITIL, writes ITSMWatch columnist Rob England (a.k.a., The IT Skeptic).
Doing More with Less: IT Framework Integration By George Spafford -
ITIL Article Published April 17, 2009
Understanding how the many IT frameworks work together is the first step towards using them appropriately, writes ITSMWatch columnist George Spafford of Pepperweed Consulting.
Understanding the Cloud/Ops Disconnect By Rob England -
ITIL Article Published April 8, 2009
Just as ITIL is finally having a positive impact on IT ops everywhere, the "Cloud" comes along and screws it all up.
Defending ITIL’s Value By George Spafford -
ITIL Article Published March 20, 2009
ITIL is on the verge of being labeled a fad due to great promises and few returns, writes ITSMWatch columnist George Spafford of Pepperweed Consulting.
ITIL/ITSM Governance Lacking By ITSM Watch Staff -
ITIL Article Published March 13, 2009
Survey finds most organizations do not define, implement or enforce ITSM governance.
Developing Actionable ITIL Processes By Kristy Smith -
ITIL Article Published March 5, 2009
A sound framework coupled with cultural transformation and results tracking are essential for successfully implementing ITIL, write ITSMWatch columnists Micheal Tainter and Kristy Smith of Forsythe.
Events
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