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Are People the Forgotten Part of ITIL?
ITIL Article Published Jan 11, 2010
When you start turning out leaders instead of managers, the improvements can be staggering, writes ITSMWatch columnist Peter Doherty of CA.
Tags: CA, best practices, ITIL, RACI, ITSM
Service Desk at Core of ITSM Initiatives
IT Service Management News Article Published Apr 23, 2009
Enterprises are achieving cost savings and operational efficiencies through consolidation, process improvement and deployment of more robust technologies.
Tags: best practices, ITSM, service catalog, service desk
