One of your employees has just tried to print something and he/she gets a printer error. The error says, “Out of paper.” Well the employee knows that the printer is not out of paper and it does not have a paper jam. What to do? Well the traditional answer is to call technical support. But wait. Hasn’t someone else in the office seen this error before? Can it be corrected faster with the help of a co-worker? In this article we will review 7 ways a Knowledge Base program can improve overall office communication.

The IT Infrastructure Library, or ITIL, is a framework for organizations to implement to make sure that their IT services can be delivered effectively and efficiently. It was developed in the 1980s by an agency of the British government, now called the called the Office of Government Commerce (OGC), to help the government better manage its IT infrastructure and save money in the process.

If there’s one thing that’s true in IT, as in all business, it’s that change is unavoidable. It’s how you deal with that change that will make or break your business. One of the keys to managing change is creating a Change Advisory Board, or CAB, which will help a business balance the need for the changes with any inherent risks. The members of this board will give the change management team the input necessary to help you make the best decisions for your company.

If you want your business to be successful it’s imperative to install the best IT service management software, or help desk ticketing software, for your needs so you can keep your website running smoothly, manage your inventory and manage/track customer problems from start to finish.

The official ITIL (IT Infrastructure Library) definition of Service Level Agreement, more commonly referred to as an SLA, is a formally negotiated agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.

Webster’s dictionary defines the word, “expectation” as the act or state of looking forward or anticipating the degree of probability that something will occur. Setting a Service Level Objective with your Customer sets their expectation.

Configuration Management Database (CMDB) adoption is at an increase of 24% in the past two years according to a recent Enterprise Management Associates (EMA) survey conducted in May 2008.

A short review about the 2008 ITSM Cruise to Excellence in Los Angeles. This year it was held at the Westin in Long Beach. Sessions by Newscale and ASG.

CBS announced that it as agreed to buy CNET for $1.8 billion dollars or $11.50 a share. Why was it a great deal for CBS and more to follow.

As Microsoft looks past the Yahoo deal they may look to AOL or Ask.com to bridge the market gap between them and Google.