The phantom in the tool – mapping existing service desk processes
Even the most dysfunctional service desk has processes. Discovering what these are, mapping and documenting them is the key to designing any new process.
How much ITSM process is too much?
When it comes to ITSM processes, just how much process is too much? To many of us in the IT industry, process is a “dirty word”, a necessary evil. The word conjures up images of mindless IT bureaucrats more focused on forms than on getting things done. Process is definitely not applicable to today’s world […]