Your organization should adopt and adapt the ITIL processes/practices it needs. And, where there are limitations on what can and can not be adopted, business-based prioritization should prevail. What jumps out is that the traditionally adopted ITIL processes such as the incident management,...

While technical skills are comparatively easy to train, our people need more of the so-called soft skills: being able to work well in and contribute to a team, effectively interact with and create a great experience for customers and complete work quickly in support of the larger mission, with...

ITIL has been around since the late 1980s. We are currently on version four (ITIL 4), but, while there are books, courses, and blog posts galore about ITIL, there is still real confusion about where incident management stops, and problem management begins. Incident management is the process that...

Is there a spectrum of measurable IT rightness/IT wrongness? The reality is that, in an economy where every task, process, and outcome hinges on the proper functioning of some combination of technology components, the responsibility set for the CIO is potentially infinite. We are living in the...