People, Process, and Technology
One of the concepts of ITSM is the triangle of people, process, and technology. Some claim it is overworked, particularly in marketing literature. The triangle is typically invoked to claim...
2011: An ITIL versioning odyssey
The long-awaited ITIL “refresh,” ITIL v3.1 (or the ITIL 2011 Edition as it now seems to be called) is to be released on the 29th July 2011. But four years on from the release of ITIL v3 where are we...
Survey: SMBs don't care about ITIL
Ninety-two percent of respondents to a global survey reported seeing a benefit in integrating service desk to desktop management tools, but 71 percent say they do not consider ITIL a factor in their...
CMDB: not just for IT
As more companies are implementing a CMDB as a core part of their Service Management implementations, questions are starting to arise about the boundaries of the content of the CMDB. Many have...