IT Services > IT Service ManagementEssentials

Poor-quality or ineffective service level agreements (SLAs) are usually the direct result of inadequate service level management (SLM), according to itSMFA's director of publications Karen Ferris.

HP subsidiary EDS is working with the University of Technology, Sydney (UTS) to develop a global standard for assessing an organisation's IT Service Management (ITSM) capability.

itSMFA has introduced two new categories for November's ITSM Industry Awards gala.

Paul Paterson, regional manager of ICT services in the NSW Department of Education and Training, has helped ensure TAFEs in his region operate smoothly thanks to an entirely self service support system.

Flynn Maloy is starting to spend a lot less time explaining to customers why system downtime is like an iceberg.

Late last year Greg Farr, long-serving Australian Tax Office CIO, was poached into what at the time many considered to be the least desirable senior IT job in the country.

Whether it's a bigger IT budget, more staff, a new process, or a better vendor deal, it often feels like management ain't buyin'. But there's hope.