Tags » Service Management

Is it a hard rain that is gonna fall on the Customers Loyalty Parade?

Poor experiences are the dark clouds that hang over customers sense of commitment.

Source: www.dmnews.com

Customer Experience

Managing Major Incidents

The ITIL® core volume Service Operation is not particularly helpful with regard to Major Incidents. It basically says: “A separate procedure, with shorter timescales must be used for ‘major’ incidents. 285 more words

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An Interview with Carlos Casanova

Carlos Casanova is a well-known expert on CMDB/CMS, born in São Miguel, Açores, Portugal (the Azores islands is a paradise halfway between Europe and North America) and comes from the United States. 1,482 more words


Service Management more than an Operational Discipline.

Once every quarter the ITIL® examination bodies release the statistics for examinations taken by geographic territory.

It’s good to see that the world-wide numbers of IT professionals taking service management exams is still increasing but I find it disturbing that so many do not extend their professional development beyond Foundation level. 197 more words

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