Many parts of a Service Management System (SMS), as described in ISO/IEC 20000, are well known and widely supported by established practices, tools, and even …
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Reframing Quality Management: Combining EFQM and the IT Quality Index
For many organizations, quality management has been a long-standing practice—often rooted in assumptions that have gone unchallenged for decades. In …
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Why IT Cost Benchmarking Alone is Dangerously Misleading
Cost benchmarking is a common management practice, frequently used within IT management. Perhaps the most widely recognized metric compares IT operational costs …
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