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According to Gartner.com, IT governance (ITG) is defined as the processes that ensure the effective and efficient use of IT in enabling an organization to achieve its goals. IT governance provides a structure for aligning IT strategy with business … [Read more...] about What is IT Governance?

PCMag has published the 10 Highest-Paying IT Certifications of 2020. If one of your 2021 resolutions is adding an IT certification to your skill set and advancing in your career, consider one of these. … [Read more...] about The 10 Highest-Paying IT Certifications by PCMag

Mind Your Ps and Qs There are several theories on the origin of the statement, “Mind your Ps and Qs”. It is generally recognized as a reminder to be polite and to act respectfully to others by always saying “please” and “thank you”. Let’s … [Read more...] about IT’S ALL ABOUT VALUE

A RACI Matrix, also known as Responsibility Assignment Matrix (RAM), clarifies to all involved with a practice which activities each person, group, or team is expected to fulfill.  It is also helpful in clarifying the staffing model necessary for … [Read more...] about RACI Matrix in ITIL

1. Problem Solving within IT Service Management IT Service Management (ITSM) IT Service Management is a discipline for managing IT systems and technology centered on the identification and delivery of IT Services used by the business. These IT … [Read more...] about Problem Solving, Critical Thinking & Root Cause Analysis (RCA)

Problem Management Practice A Problem is described as the unknown cause of one or more Incidents. Problem Management works together with Incident Management and Change Management to ensure that IT service availability and quality are increased by … [Read more...] about RACI Matrix for Problem Management Process

Request Fulfillment Practice A Service Request is defined as an End User request for information, for advice, for a Standard Change, or for access to an IT service. Service Requests are usually small, predefined, repeatable, frequent, … [Read more...] about RACI Matrix for Request Fulfillment Practice

Incident Management Practice An Incident is defined as any event that is a deviation from normal that causes disruption to the agreed service for an IT service, or causes a reduction in the quality of agreed service for an IT service, or could … [Read more...] about RACI Matrix for Incident Management Practice

Innovative and Strategically Balanced Support Whether we want to admit it or not, the service and support industry might be the most schizophrenic industry on the planet today! It seems one minute we are in the back office providing service and … [Read more...] about Virtual Support Center: Benefits & Requirements

Our Recommendations and TIPS ITIL Foundation exam consists of 40 multiple-choice questions and the passing grade is 65% or 26 correct answers out of 40. Taking the exam can be done online at your own convenience and you will have 60 minutes to … [Read more...] about Four Tips for Passing the ITIL Foundation Exam