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Introduction For many MSPs, the service catalogue is one of the most under utilised tools in the entire service management ecosystem. On paper, the catalogue is meant to define services, outline expectations, and streamline requests. In reality, many clients don’t use it and many technicians don’t either. Why? Because most service catalogues are built from an engineer’s perspective, not the customer’s. A great service catalogue is not a list of technical capabilities. It is a

Introduction If you walk into almost any Managed Service Provider (MSP), you’ll hear a version of the same statement: “We follow ITIL and industry best practice.”  And in many cases, it’s true, at least on paper. Processes are documented. Roles are defined. Tools are configured. But in the day-to-day reality of service delivery, something different often unfolds. Engineers triage based on instinct rather than procedure. Workarounds replace workflows. SLAs get interpreted diff

Introduction With cloud, SaaS, and “everything-as-a-service” dominating IT, some argue that ITIL is outdated. After all, do we still need structured frameworks when services are fast, automated, and flexible? The short answer: Yes. In fact, ITIL is more relevant than ever, especially for MSPs delivering services in a hybrid, cloud-first world. The Myth: ITIL is Obsolete in the Cloud Era Cloud providers promise agility and scalability. Agile and DevOps teams emphasize speed. T

Introduction Every MSP wants to deliver value consistently — but how do you make “value” something measurable, repeatable, and scalable across multiple clients? That’s where ITIL 4’s Service Value Chain (SVC) comes into play. As part of the Service Value System, the SVC provides a practical model for transforming inputs (like client requests or technology investments) into real business outcomes. For MSPs, it’s a powerful tool to align services with client success. Breaking D

By Helen Clarke - ITIL Master, Ambassador and Founder of The Power of ITSM Introduction I recently had the opportunity to sit down with Rina Brahmbhatt, the newly published author of The ITSM Playbook – Build a Future-Proof Tech Career in IT Service Management . In this exclusive Q&A, Rina shares what inspired her to write the book, how it helps professionals navigate the evolving ITSM landscape, and her best advice for anyone looking to build a rewarding, future-ready career

Introduction The world of IT services has transformed dramatically over the last decade. Cloud computing, automation, and digital-first...

Managed Service Providers (MSPs) operate in a high-pressure environment. Clients expect IT services to be always-on, cost-effective,...

Why This Series? The role of Managed Service Providers (MSPs) has never been more critical. Clients expect IT to be seamless, reliable,...

Introduction: Why SLAs Are No Longer Enough For decades, IT Service Management (ITSM) has relied on Service Level Agreements (SLAs)  to...

In a world of dashboards, SLAs, and never-ending ticket queues, it’s easy to get buried in numbers that look impressive — but don’t tell...

Throughout this series, we’ve explored the key metrics that help support teams track and improve performance — capacity, backlog, SLAs,...

In our last post, we looked at Customer Satisfaction (CSAT)  — a quick and valuable snapshot of how well your support team handled...

Support teams are often laser-focused on SLA targets, ticket volumes, and response times. But there’s another equally important metric...

In IT Service Management (ITSM), it’s easy to assume that “support” just means resolving incidents or fulfilling service requests. But...

In IT Service Management (ITSM), ticket volume and trend analysis is the heartbeat of your support operations. It’s about more than...

In IT Service Management (ITSM), Service Level Agreements (SLAs) are the foundation of trust between service providers and customers....

In any support team, how quickly you respond to requests — and how long it takes to fully resolve issues — are among the most important...

In IT Service Management (ITSM), effectively managing your backlog—the queue of unresolved tickets and requests—is essential to...

In my recent blog, I explored how measuring capacity  and occupancy  can give you a clear view of how work is distributed across your...

How to Assess Your Team’s Capacity and Occupancy for Support (and Why It Matters) In IT Service Management (ITSM), understanding the...