Idwell on Service Management

Thoughts on how to design and implement IT Service Management


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ITIL-as-a-Service? 7 Cloud-Integrated ITSM Processes

Public cloud services affect more than the traditional on-premise IT infrastructure. They also affect the people that deliver and manage IT services, and the operating and IT service management (ITSM) models used in doing it.

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The Top 5 Things ITSMers Get Wrong about Cloud Migration

As an IT service management (ITSM) professional, which public cloud “camp” are you in: Cloud is great? Cloud is a disaster? Couldn’t care less about cloud? (Hopefully none of you are still at “what’s cloud?”) These and many other cloud “attitudes” tend to be present, all at the same

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10 Tip for Getting Started with ITIL – Part 2

In Part 1 of this blog I offered five tips for getting started with ITIL, the IT service management (ITSM) best practice framework: establishing a formalized service desk, identifying root causes (problem management), managing changes, tracking software licenses, and starting to use a configuration

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