Core ITSM 101

Core ITSM is simple and straightforward advice on how to do ITSM, focusing on the things that matter and how to avoid common mistakes. It isn't an alternative framework, but it is the product of practical service management experience.

Topics covered so far on this blog are:

Getting the basics right
Not all benefits are equal - the Kano model
Distinguishing between calls and incidents
Reporting
Audit