After tabulating results from our IT Skills and Salary Survey last year, we published our first “ITIL Bump” graphic showing that respondents saw an increase in salary when adding an ITIL certification to their existing certification. Below is an update to those figures based on results from our 2017 IT Skills and Salary Survey.
Read moreIn addition to temperature, what other environmental metric should be monitored to reduce the occurrence of electrostatic discharge (ESD)?
Read moreThe “ITIL® Service Strategy” book is likely the most important of the five ITIL core books, however, it is also chock full of things that most organizations and service management professionals will never encounter. In this blog post I describe the three most important aspects of the ITIL Service Strategy book.
Read moreOne of the most frustrating experiences we all encounter when making any kind of purchase is when there is a need to contact customer service. I hate calling customer service. It always seems like I have to explain myself several times to different representatives. Then I’m told about solutions — which were obvious to me to begin with and which I have already tried — that don’t work. I’m often treated as if I don’t know what I’m doing and the fact that I have a problem is a personal affront to the customer service representative (CSR).
Read moreYou’re a project manager in a strong matrix organization where a newly hired, entry-level network analyst has been assigned to your project team. At a recent organizational social function, a ranking executive (not a direct beneficiary of your project) casually informs the analyst that they exhibit great potential and will go far in the organization. This increases the analyst’s sense of self-importance and, consequently, the analyst no longer assumes they need to follow your directives. What would be your next step in resolving the conflict with this person?
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