KPIs for an Incident Manager
A key performance indicator (KPI) for a process is an indicator that tells you how the process is running – whether it is going the
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How To Become PMI-ACP Certified Even After A Disappointing Class
Even if your classroom experience is disappointing, you can still go on to pass your PMI exam. Felix Rodgers, PMI-ACP, is one successful candidate who
Godfather of Helvetica, Mike Parker Dead
One of the most used fonts in the world Helvetica, especially in the US has been orphaned by the death of Mike Parker who is
ITIL Service Explained
In my previous post, I explained service is general as something that creates value for the customer. I explained it with the help of a
Achieving Balances in ITIL Service Operations
Service operations is believed to maintain status quo of IT services – to keep it running as per the design. While this is true, IT
What is Service?
Creating value is service. You can create value by doing something useful for – say customer. An example is a lawn mowing service. If you
Don’t Allow Professional Conflicts to get in the Way of Personal Relationships
People in IT tend to professional conflicts too seriously. When I say professional conflicts, I am referring to disagreements mostly with peers and managers. On