Idwell on Service Management

Thoughts on how to design and implement IT Service Management


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Goldilocks does security

When I was a small child, I loved the story of Goldilocks and the Three Bears. In case you’re not familiar with the story, the relevance to security is that Goldilocks chooses things that are not too little, and not too big, but are “just right”.

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How to Define, Measure, and Report IT Service Availability

Availability of IT services really matters. When services that a customer expects to be able to access aren’t available, that customer is going to be unhappy.

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