silver bullet

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ITSM Software is not a Silver Bullet

Let me first say, I think all of us, as IT managers, believe IT Service Management is a great idea. It’s possible to define and implement an effective ITSM solution that will meet your current needs and set you up to continue to meet the business needs on into the future. However, what doesn’t exist […]
The Cynical Side of ITSM – Why the Backlash?

Too many ‘silver-bullet’ expectations! There are too many ‘silver-bullet’ expectations driven by too many tools is fueling a let down in what ITSM can really deliver! Over the past year I’ve noticed an increasing level of cynicism when it comes to the implementation of IT service management and specifically the ITIL® v3 framework. To be honest, […]