After a rollercoaster ride in IT investment over the past few years, many organisations are beginning to look at how they use information technology in a more strategic manner. Most critical business ...

What is enterprise service management? Enterprise service management (ESM) is the practice of applying IT service management (ITSM) principles and capabilities to improve service delivery in non-IT ...

I admit I don’t remember much from the English literature classes I’ve taken, but somehow the quote from Shakespeare’s play, Romeo and Juliet, has always stayed at the top of my mind. “What’s in a ...

What’s in a Service Management Plan? Your email has been sent When should a SMP be drafted? Term for a Service Management Plan Typical content of a Service Management Plan Signatories and sign-offs ...