A part of governance is about roles and therefore accountability. Inherently in roles and accountability lies the area of authority, i.e. who can decide what. This deduction reveals that governance also includes decision making. Before exploring decision making more, I would like to share the following story. The easiest and most obvious answer is 2. …

In delivering IT services, you often find yourself working in the area of expectations. More precisely setting expectations. The starting point for expectation setting in this article is in an airport. In Houston. In Houston airport, executives were puzzled about complaints in the baggage handling area. Even after having optimized the baggage claim process, so …

Oh yes – just one more recommendation – create a folder on your desktop called “throw out”. Save the downloaded files that you only view, to this folder. Once in a while, delete the contents. In this way, there are no unnessicary files on your desktop. This of course could present an minor issue, if …

After blogging for a while in the former blog itarena.eu, I have chosen to start over on a clean slate. My vision is that this blog will be more specific and only revolve around the subjects of IT Service Management, IT Governance with a twist of general IT management in the blog. Why one more …