Three Types of Metrics Defined by ITIL

An important aspect described in the ITIL Continual Service Improvement book involves the various types of metrics that ITIL recommends and how they are used. The three types of metrics ITIL identifies are technology, process, and service. In this post, I will describe these three types of metrics and provide some examples of each.

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The 89-Cent Solution

How often have you been sitting in the car after a sales call, and you thought of something you should have done that would have been more appropriate than what you just did? “I shoulda said…,” “I shoulda asked…,” “I shoulda…,” “I shoulda…,” “I shoulda…” You make a mental note of the shouldas…and then what?[…] Read More

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Can We Learn from the Rising Cost of Cybercrime?

The recently published “2013 Cost of Cyber Crime Study” conducted by the Ponemon Institute and sponsored by HP reveals that the cost of cybercrime has risen approximately 26% since 2012, despite the prediction by Larry Ponemon that it would level off.

Are there lessons we can learn from this? You bet.

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