The motivation to write this article came from reading 'How many light bulbs does it take to change the world?' - by Charles Fishman, published in the September 2006 edition of Fast Company.   The current hot topic is global warming and the need for everyone to actively reduce…

The ITIL Service Desk provides the focal point of communication for both the IT external customer community as well as those internal customers within the IT department. The incidents reported to the Service Desk are recorded and relevant data gathered including the unique configuration item (CI) identifier, the symptoms, the…

Throughout ITIL regardless of what version one references, there is always the mention of continuous improvements or sometimes referred to as the 'Act' in the 'Plan-Do-Check-Act' approach provided by the Deming cycle.   The introduction of ITIL into any organization is not prescriptive and consequently is…