IT Service Management has undergone a major change in the last decade or so. These days its just not enough to resolve an issue but also provide a brilliant customer experience during the process. Tools and technologies have become more sophisticated...

These days many organizations invest huge amounts of money and resources to deliver value from IT while managing the a complex range of IT-related challenges such as :Aligning IT with business: In many a cases there is a significant gap between what ...

Service Level Management For providers of IT and BPO services, service level management plays an integral role all the way through the value chain. This applies to pure play professional service companies, embedded professional service firms, and int...

What is ITIL?Information Technology Infrastructure Library (ITIL) is the only consistent and comprehensive documentation of best practices for IT Service Management (ITSM). It is a customizable framework of good practices designed to manage IT system...

According to Oxford English Dictionary, Knowledge is defined variously as (i) expertise, and skills acquired by a person through experience or education; the theoretical or practical understanding of a subject, (ii) what is known in a particular fiel...