Change management is among the most complex and challenging processes Global 2000 organizations face. Indeed, many IT service quality problems can be linked directly to poor change-management ...

Last week, I discussed my view that business service management and service-level management are really variations on a theme, and that the natural evolution and acceptance of SLM concepts resulted in ...

IT organisations have historically struggled to harmonise the functions of the IT backroom with the business processes they serve. But as core business operations have become ever more dependent on ...

Pressures to decrease cost, increase reliability, and comply with local regulations conspire to make it harder than ever for IT to deliver business services efficiently. We are fast approaching the ...

What’s in a Service Management Plan? Your email has been sent When should a SMP be drafted? Term for a Service Management Plan Typical content of a Service Management Plan Signatories and sign-offs ...

A service-level agreement (SLA) defines the level of service expected from a vendor, laying out metrics by which service is measured, as well as remedies should service levels not be achieved. It is a ...

Challenges – The implementation of 4me was more than just installing a tool. It meant redefining the processes between myBrand and their customers, a project that had already been on the agenda for ...