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There are hundreds of ways for a service catalogue implementation project to fail spectacularly. We’ve seen them all. From local government to big business every industry has its own peculiar stumbling blocks, and trying to list all of them would be almost impossible. But there are two issues in particular

As a managed service provider, you live and die by the quality of your service. And naturally, you’re well ahead of the average organisation. This is what you do, after all. But perhaps you’ve identified a few chinks in your armour. Maybe after a period of growth you need to

It’s happened before, hasn’t it? You’ve had sign-off to implement a CMDB, agreed the budget, assigned the project team… and then somewhere along the line it’s all gone wrong. Ultimately, you had to call the whole thing off. It’s a familiar story, and one shared by organisations all over the

“Service Level Agreements are the cornerstone upon which effective IT Service Management is based, and they are central to building and maintaining a positive relationship between the user community and the IT Department” It is not possible to understate the benefits of good Service Level Agreements however, we rarely see