Tag Archives: help desk

COBIT 101 – So Much More Than “Control Objectives for Information and Related Technologies”

COBIT might have started life as a tool for IT auditors, and the requirement for IT-related internal controls (hey, there’s no need to yawn), but it has since blossomed into a good-practice framework for both IT management and governance. Read on to find out how COBIT can help your organization and the IT service management […]

The 7 Habits of Highly Effective Problem Managers

Problem management can be one of the most beneficial IT service management disciplines, but it can also be one of the most difficult to justify and maintain. How well you do – both initially and longer term – depends not only on your problem management process but also the effectiveness of the people involved. Problem […]

The 7 Habits of Highly Effective Change Managers

Change managers wear a number of different hats in ensuring that changes to the corporate IT estate are applied in a speedy, yet controlled, manner. ITIL IT service management best practice outlines how change management should work, but what are the key things an effective change manager should be doing? Change management is the IT […]

The 7 Habits of Highly Effective Incident Managers

Incident management plays a key part in the IT service management ecosystem and in keeping businesses running. But what are the key things that need to be considered when optimizing your incident management capability? Incident management, like Maverick’s need in “Top Gun,” is often all about speed (but not always).