Changes, Incidents & Unintended Consequences By Jason Druebert -
Published February 22, 2010
It always happens when you least expect it but there are some simple things you can do today to get away from unintended consequences, writes ITSMWatch columnist Jason Drubert of BT Consulting. [more ITIL]
Are You Getting Value from ITIL? By George Spafford -
Published February 16, 2010
For many practitioners, hope of a service management future are turning to dismay as they figure out how to actually get value from ITIL and ITSM, writes ITSMWatch columnist George Spafford. [more ITIL]
How to Measure ITIL Service Utility and Warranty By Hank Marquis -
Published February 8, 2010
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. [more ITIL]
Is Getting Your ITIL Certification Worth It? By David Moskowitz -
Published February 1, 2010
The value of ITIL certification is knowledge and a common tongue, writes ITSMWatch columnist David Moskowitz. [more ITIL]
Three Steps to Optimum IT Service Delivery By Mark Schouls -
Published January 19, 2010
IT service management really starts with change, configuration and release management, writes ITSMWatch guest columnist Mark Schouls of Novell. [more ITIL]
Are People the Forgotten Part of ITIL? By Peter Doherty -
Published January 11, 2010
When you start turning out leaders instead of managers, the improvements can be staggering, writes ITSMWatch columnist Peter Doherty of CA. [more ITIL]
Stop Implementing ITIL! By Jason Druebert -
Published November 16, 2009
You can't implement something that isn't designed to be implemented, writes ITSMWatch columnist Jason Druebert of BT Professional Services. [more ITIL]
Beyond Service Management: ESM and ITIL v3 By John Ryan -
Published October 26, 2009
Enterprise service management (ESM) is the set of ITIL-aligned tools, processes, and people that ensure IT services are directly linked to the needs and objectives of the business, writes ITSMWatch guest columnists John Ryan and Mark Lees of CSC. [more ITIL]
ITIL: Open Source vs. Commercial By Pam Baker -
Published October 14, 2009
As ITIL continues to gain converts, more and more support software is becoming available. Which is better open source or commercial? The debate continues. [more ITIL]
Social Media for ITSM: Adapt or Perish By Hank Marquis -
Published October 9, 2009
The implications of social media to IT service management are nothing short of profound, writes ITSMWatch columnist Hank Marquis of Global Knowledge. [more ITIL]
ITIL Still Needs to Embrace the Collective By Rob England -
Published October 2, 2009
In in the wide open world of Web 2.0 OGC still keeps ITIL cloistered, writes ITSMWatch columnist Rob England. [more ITIL]
Moving Beyond RACI in ITIL v3, Part II By D'Arcy McCallum -
Published September 18, 2009
While effective, ITIL v3 doesn't explain how to use RACI very well. ITSMWatch guest columnist D'Arcy McCallum of Consulting-Portal strives to clarify in part two of this two-part series. [more ITIL]
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