I participated in an executive panel discussion for ITO America, along with Nathan McNeill and Lou Hunnebeck, on Business Service Management and ITIL®v3. Nathan co-founded Bomgar in 2003 and is responsible for aligning product strategy with the needs of Bomgar's over 3,500 customers. Lou Hunnebeck...

This year, I'm proud to have been the event chair of itSMF USA Fusion 08, the largest gathering of ITSM professionals in the world. In fact, we had attendees from all 50 states and from over 22 countries. This year’s event focused on the theme of uniting the world of ITSM. We covered the most important...

I'd like to make a quick point. There are times when I find the discussions surrounding ITIL® v3 popularity to be superfluous. That's because whether or not people are "for" ITIL v3, if they want to work for successful organizations, they have probably already put several aspects of...