IT organizations are striving to deliver the right services, right cost and best quality to their customers, therefore it’s vital that they manage their IT assets and consider them to be a foundation of service delivery and service support.

If you don’t know what you have in your IT environment, you can’t build and deliver appropriate service levels for your business. And, not knowing what you have can be incredibly costly.

Rigorous asset management is required in order to understand and control costs, and a key component of effective IT …

An interesting piece by ITSMWatch columnist  David Mainville, chief executive and co-founder of Consulting-Portal, called ‘The Cynical  Side of ITSM – Why the Backlash?’ says that too many ‘silver bullet’ expectations driven by too many tools are fuelling a let-down in what ITSM can really deliver.

He suggests that over the past year he has noticed an increasing level of cynicism when it comes to the implementation of IT service management and specifically the ITIL v3 framework.

He believes that cynicism is because people are confusing a “framework of best …