What exactly is SIAM? According to Dave, SIAM is about integrating various vendors within an IT ecosystem to create a…

The ‘Watermelon SLA’ concept is a simple graphical way of showing that many SLAs are not fit for purpose. This…

In the old days, life was simple. Service organizations were running on a yearly budget. One of the reasons this…

This blog post is a follow-up of a previous blog where we explained the challenges of most support organizations preparing…

Most support organizations use a tiered support model for handling incoming requests. It all starts with level 1 (the service…

It is a known ‘fact’ that you need a Configuration Management Database (CMDB) to be successful in IT Service Management. After…

A zombie idea is a proposition that has been thoroughly refuted by analysis and evidence, and should be dead —…

If you search on Wikipedia for Service Integration and Management you will find a page that starts with a warning:…

The European Football Championship is just around the corner. These days, more time is spent talking about and analyzing the…