ITIL/ITSM & CRM

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Spotlight On: ITIL/ITSM & CRM


ITIL: An Arm and a Leg? ITIL: An Arm and a Leg?
-by Andy Jordan
For some, the tough economy means there is a greater willingness to accept risk on projects in exchange for lower costs--and that brings the benefits of ITIL into question. Is the additional structure, process and service quality worth the cost and schedule impact on initiatives?
Navigating Organizational Politics - by Mark Mullaly, PMP
SMITten with ITSM - by Rob Saxon
Investigating ITIL - by Michael Wood
Battle Royale: ITSM vs. CRMBattle Royale: ITSM vs. CRM
-by Michael Wood
 Ever stop to think what the differences are between ITIL Service Level Management and mainstream Customer Relationship Management functions? Are they complementary to each other? Is CRM contained within SLM, or visa versa? The answers are a click away...
Do Customers Care About ITIL?Do Customers Care About ITIL?
-by Andy Jordan
 Can you use ITIL as a differentiator over your competition? Is this a meaningful differentiator that will make potential customers choose us over the competition, or is it just another thing that you have to do in order to keep the playing field equal and that only becomes a differentiator if you don’t do it?
The Internal CustomerThe Internal Customer
-by Andy Jordan
 Maybe we should consider our internal customers as just that--customers. That doesn't mean that we stop using ITIL and start entering them into our CRM system, but we should provide them with the same standard of service--and expect the same level of commitment.
Migrating to ITIL: Evolution, Not Revolution (Part 2) - by Michael Wood
ITIL-igence for Project Managers - by Tom L. Barnett, PMP
Migrating to ITIL: Evolution, Not Revolution (Part 1) - by Michael Wood
Embarking on a Services Journey through ITIL - by Vijay Sankaran


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