service level

Excellent customer service: weapon or burden?

How often is excellent customer service a competitive weapon and how often is it just an unnecessary cost burden on the organisation?

ITIL 101 for software vendors

We recently discussed how too many software vendors stretch the facts when claiming ITIL support. Giving them much benefit of the doubt, we thought they might be confused. if so, here is ITIL101 for software vendors to help straighten them out.

ABC Cafeterias

Too many software vendors stretch the facts when claiming ITIL support in their products. Perhaps they misunderstand ITIL.

In ITIL, an SLA is a set of SLTs

In ITIL, a Service Level Agreement is a set of Service Level Targets. Somebody please tell the vendors.

It is not all satire and scorn for the IT Skeptic. At times he comes up with some serious contributions to the ITSM community. Lately these include:

Sensible Service Management Series for SMEs

A webinar on How to Keep Your IT Career Secure - if you missed it you can view the archived recording here

A white paper on the state of ITIL

Tipu, a new approach to service improvement

A new book, Basic Service Management

"The IT Skeptic™", "The Skeptical Informer™", "The IT Swami™", "Chokey the Chimp™" and "BOKKED™" are trademarks of Two Hills Ltd.
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the UK Cabinet Office in the United Kingdom and other countries. Last year it wasn’t, it was a trademark of the Office of Government Commerce. But OGC is gone. ITIL® is registered in the U.S. Patent and Trademark Office.
ITIL Live™ is a trademark of TSO, The Stationery Office.
prISM® is a registered trademark of itSMF International Inc.
COBIT® is a Registered Trade Mark of the Information Systems Audit and Control Association and the IT Governance Institute.
Microsoft® is a Registered Trade Mark of Microsoft Corp. in the United States and/or other countries.
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Management of Portfolios™ and MoP™ are Trade Marks of the UK Cabinet Office in the United Kingdom and other countries
USMBOK™ is a trademarks of the SM101.
CMM® and CMMI® are Registered Trade Marks of Carnegie Mellon University.
ISO® is a Registered Trade Mark of the International Organisation for Standardisation.

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