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• A knowledge content creation process that works - without buying pizza

  One of the most common reasons why Service Desk teams have a weak or non-existent knowledge repository is that they don't know how to incentivize employees to create content. I've heard about competitions with incentives (pizza, money, days off... Posted Dec 12 2011, 02:02 PM by Rich Graves with | with 1 comment(s) Tags: ITIL, Service Management, Service Strategy, incident management, knowledge documents

• Service and portfolio management adapts to the cloud

  Cloud computing has fundamentally shifted the way that IT interacts with the departments and business units that we service. We have the choice to consume the supporting solutions that we use to manage our service and portfolio environments in software... Posted Nov 16 2011, 02:00 PM by Erik Hille with | with no comments Tags: ITIL, IT Service Management, Service Level Management, PPM, SLA, Cloud Computing, ITIL Ninja, project and portfolio management, service level metrics

• ITIL 2011 – New version or a simple update to v3?

  Were you asleep earlier this year and missed the announcement that ITIL has been updated? I know from my recent discussions with enterprises many have no idea that the guidance many of us use for service management has gone through an update cycle. Over... Posted Nov 15 2011, 07:28 PM by Robert Stroud with | with no comments Tags: ITIL, IT Service Management, ITSM, ITIL V3, incident management

• Something for everyone at Fusion 11

  For everyone attending Fusion 11, I wanted to give a quick summary of what CA Technologies, the only Diamond sponsor at the show, will be featuring at the event, which takes place Sept. 25-28 at the Gaylord National Hotel in National Harbor, Md. You will... Posted Sep 23 2011, 02:47 PM by Leanne Agurkis with | with no comments Tags: ITIL, ITSM, itSMF, IT asset management, Fusion 11, HDI

• Effective, Efficient and JUST ENOUGH Service Management!

  I ran into a former colleague at the itSMF Australian conference and he shared with me the challenges that his "ITIL" program was having. There were complaints that it was taking too long to promote change to production, that there was too much... Posted Aug 18 2011, 12:15 PM by Robert Stroud with | with no comments Tags: ITIL, change management, itSMF, incident management, service management