abaker Archive
The short answer is you don’t choose! Despite organisations often declaring they want to be “ITIL-compliant” or they want to “implement ITIL”, ITIL isn’t something you can actually be measured against or accredited to.
One of the ways to improve communication and alignment between an organisation and its IT service provider is to develop an effective service catalogue. A service catalogue in its basic form is a document that gives customers a list of all live services offered by IT. However, an …
The relationship between an organisation and the traditional IT service provider is sometimes fraught with conflict, born from a lack of mutual understanding and, as a consequence, poor delivery of IT services. This leads to blame and mistrust from both parties and can seriously affect the organisation’s outcomes.
In any organisation or group of individuals, there are learned and shared patterns of behaviour or shared values that give us the culture of that organisation or group. Good, or bad, customer service is catching and can become engrained in the organisation’s culture. Traditional IT can sometimes lose sight of what the business as a whole …
