The people that helpdesk and service desks support are arguably the reason such business units exist.  Who would have thought that finding a common name for them would be so hard?

Does implementing ITIL alongside a service management solution make good economic sense?  Are organizations realizing a positive ROI on their ITIL initiatives and/or their service management solution of choice?

What would Einstein say about EMC?

The IT Infrastructure Libary turned 20 years old recently.  Were you invited to the party?

OK, so service management can be a little tricky to manage, but this!?

This blog is a continuation of an article written for the PRD Insider newsletter entitled Incident Management - What is it? 

There's a lot of talk about ITIL in the industry at the moment and it seems as if ITIL has all the answers for better service delivery and management...but what's the question?