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ITIL update bring the framework back to its roots says itSMF CEO

Dropping the version number from ITIL will allow it to reclaim its identity as an ever-evolving body of knowledge offering guidance to ITSM practitioners.
by rwebb
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Why service professionals will save the UK economy

Lord Digby Jones, the former minister for trade and industry, told visitors to the Call Centre and Customer Management Expo why they hold the key for rebuilding the economy.
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So, HP, about this Autonomy/WebOS thing

Never afraid to splash the cash, HP has bought Autonomy for 10 billion dollars while abandoning the tablet space where it showed great potential. James West says this could be one of the biggest mistakes in enterprise computing...
by rwebb
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State of the IT support industry – ServiceDesk360 lead article

What are the key challenges shared by the IT support and services industry? James West talks to a number of experts on the subject to understand what businesses need to do to thrive as the recession hopefully ends.
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Why IT pros must unleash the shopper within

The myriad IT delivery mechanisms now available have created unprecedented IT complexity and a changing role for technical staff, writes Barclay Rae. A change in mindset and attitude to relevant skills – with shopping lea...
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IT financial management grows up – Ovum exclusive

Martin Gander of Ovum concludes our preview of the Ovum Knowledge Center at the Service Desk & IT Support Show with a look at how the additional ITIL v3 service strategy processes around IT financial management are key for ...
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