Governance is the aspect of an organization that defines, communicates, and enforces its equivalent of “laws”: policies. Policies are the boundaries that an organization defines to guide how it behaves, operates, and conducts business.
Read moreIT organizations often purchase numerous tools and tool packages. It’s not uncommon to see an organization have multiple tools for monitoring, multiple tools for reporting, and multiple other tools to perform various common activities in an IT organization.
Read moreI’ve seen numerous organizations adopt all aspects of the ITIL best practices. In all cases that I’ve witnessed, organizations from various industries experience shortcomings in the same area.
Read moreA critical success factor (CSF) is something that must happen if a process, activity, service, etc., is to succeed. A key performance indicator (KPI) is a way to measure achievement of a CSF.
Read moreMost of us know that the Deming Cycle is named for Dr. W. Edwards Deming and that the steps are Plan-Do-Check-Act. The Deming Cycle is a fundamental aspect of ITIL, but there is a deeper meaning to the Deming Cycle that is not often discussed.
Read more