If IT only acts like a utility…

What is a “utility”? According to, a utility is “something useful; a useful thing; or the capacity of a commodity or a service to satisfy some human want”. Often I hear IT organizations refer to what they do

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The part of the ITSM Implementation Organizations seem to Skip

I often see a pattern with ITSM implementations. Perhaps you’ve seen the same pattern. What I’ve seen is that organizations frequently focus on and invest in three of the four “P’s” – Process, Partners, and Products – of the ITSM

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