Within ITSM, one of the most important drivers of value from a customer’s perspective is the...
Author - Joseph Mathenge
What Is a Cyber Resilience Strategy?
Organizations’ dependence on internet-based technologies continues to hit new heights as...
BPM vs Workflow Management vs Case Management: What’s The...
Whenever someone joins a new company or establishes a partnership with an organization, one of the...
Business Continuity Planning: How To Create and Maintain BCPs
The COVID-19 pandemic has brought to the surface a lot of misconceptions and, frankly...
Incident Management: A Beginner’s Guide
The increasingly ubiquitous nature of technology has resulted in our near dependence on it. Whether...
Service Desk Support Analyst: Roles and Responsibilities
When it comes to user perception of IT within an enterprise, there is no doubt that the Service...
Availability Management and the Role of the Availability...
“The cloud is just a computer in Reston with a bad power supply.” This was the highlight of...
What Is a Configuration Item?
Two incidents caught my attention recently. The first was in New York City, where 14,000 parking...
Change Enablement in ITIL 4
Change enablement is a very critical service management practice within ITIL. It is here that we...
Change Enablement Process & Practice: Essential Activities
In ITSM, continually reviewing and improving your services and underlying components creates value...