In the current, increasingly competitive business environment and consequential reducing margins, almost every industry sector is being forced to aggressively control costs. As a result, the days of unlimited IT budgets and painless project justifications are nothing more than a long distant memory. Against this backdrop, Managers and Project Leaders are subjected to ever increasing […]

Most organisations starting to adopt the ITIL Process Framework will initially focus on the primary processes undertaken by a Service Desk; namely Incident, Problem, and (often) Change. This makes a good deal of sense, since it is widely acknowledged that a good Service Desk can transform a user’s interactions with IT. Having been both a […]