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...
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...
Impact, Urgency & Priority: Understanding the Matrix
Myles Suer, writing for CIO magazine, states that IT leaders “need to focus upon things which...
How To Map the Incident Management Process
If a picture is worth a thousand words, imagine what a visual diagrams of your ITSM processes can...
How to Improve Service Desk Performance
As IT has evolved, the service desk has remained the primary point of contact for users (and...
CMDB vs Asset Management: Difference Between Assets and...
Software and hardware components underpin every single product or service you offer. Managing these...