A post by our guest editor,ย John Worthington. Why clarity of service context makes every Help Desk smarter At a recent Open Service Community (OSC) meetup, a familiar question sparked a lively debate: โIs a password reset an incident or a service reque…
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In the second webinar of “The USM Revolution” series on the Unified Service Management method, we received more live questions than we could handle online. Let’s now answer Live Question 6 from that webinar. “๐๐๐ง ๐ฐ๐ ๐๐ฑ๐ฉ๐ฅ๐จ๐ซ๐ ๐ฐ๐ก๐๐ญ ๐ญ๐ก๐ ๐ฎ๐ฌ๐๐ซ, ๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ, ๐๐ง๐…
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A posting in one of the many ITIL groups at Linkedin said “Service Level Agreement vs. Business Level Agreement. There is an new trend where for definition of value and benefits of ICT for business is considered BLA instead of SLA. In other words measu…
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