We’re previously looked at metrics and KPIs for IT Service Management (ITSM). You may well be...
Author - Kirstie Magowan
ITIL® for Startups and SMBs: Getting Started
With the excitement that comes with starting up a new business, the idea of service management may...
Insourcing vs Outsourcing IT Services: Comparing Your Options
The arguments for and against outsourcing the IT services consumed by an organization are many and...
Top ITSM Metrics & KPIs: Measuring for Success, Aiming for...
Understanding how well your service management initiatives are translating to business success is...
SLAs vs OLAs: Comparing Service and Operational Agreements
I often see some confusion between service level agreements (SLAs) and operational level agreements...
The State of ITSM in 2020
When I started writing this, COVID-19 was just a whisper on the horizon, something that did not...
Service Desk Mission and Vision Statements: The Basics
Does your service desk have a mission and a vision statement? Does it need one? And probably the...
Is DevOps Dead?
If you did the rounds of IT conferences in the mid-2010s, you could be forgiven for thinking that...
IT Governance vs IT Management: Mastering the Differences
Governance versus management—this is a conversation I have been involved in many times over the...
ITIL® and SIAM™: A Productive Partnership
Here’s a question I get often. If you’re running your IT services using a service integrator model...