Different Roles in ITIL Service Desk Management
Theoretically, in ITIL, there are two roles in the service desk. The first one is for accountability – service desk manager and then the person
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PMP Exam Myths – True or False?
You have read the Project Management Institute’s (PMI) publication, A Guide to the Project Management Body of Knowledge (PMBOK® Guide), from cover to cover; studied
Understanding Key Performance Indicators (KPI)
Key Performance Indicators, popularly abbreviated as KPI is a key component to measure success in all fields. Simply put, they define the measure and the trends that
8 Tips for Managing Time during Meetings
Time management is a farce. We have never managed to either stop time nor slow it down. So, we cannot manage time, instead, we can
Introduction to Service Desk
I believe that if you get the service desk structure and implementation right, half your job is done. Service desk is the most important unit
Why must Organizations Implement ITIL? (Benefits of ITIL) – Part 1
Implementing ITIL is not inexpensive. It takes plenty of effort and costs escalate depending on the complexity of the processes. The implementation calls for workforce
15 Project Management Quotes
Here are some amazing quotes on project management and they inspire! Remember that projects are temporary so the engagement on a project is short compared
ITIL 2011 : Strategy Management for IT Services
One of the new processes that is formally added in ITIL 2011 is the Strategy Management for IT Services (SMITS). In effect, this process had always existed, but not