Service Management Archives - Enterprise Software and Consulting

Capitalising on the Cloud: Five Strategic Benefits of ITSM in the Cloud

By Kay-Lee Franco / July 27, 2023

In today’s dynamic and interconnected world, cloud computing has become more than just a buzzword—it’s a reality. For businesses and IT leaders, the decision to move IT Service Management (ITSM) to the cloud is no longer an optional consideration; it has become a strategic necessity. Understanding the myriad advantages of cloud-based ITSM is essential, especially […]

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Best “Best Practice”

By Kay-Lee Franco / February 25, 2015

I’d like to describe to you how software products and best practice are used in the modern business world by telling you a bit about the Mongolian bow. Made from laminated layers of boiled horn, sinew and wood the Mongolian bow was the tool of war that allowed the Mongolians to create an empire that

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User Experience in the World of Software

By Kay-Lee Franco / January 5, 2015

User Experience, more commonly known as UX, in the world of software is essentially the experience the user has while using the system or service you are offering to them. What a lot of people don’t realise is that UX reaches beyond the direct interaction with the system; to the physical realm from the hardware

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Does the ITIL® Framework Need a Facelift?

By Kay-Lee Franco / November 19, 2014

The following is an excerpt from a longer article, entitled ‘Does the ITIL Framework Need a Facelift?’ by Malcolm Fry. Malcolm believes the framework is an excellent tool, and his comments are not meant to be a criticism but an encouragement to improve. Relevance The eternal problem for the ITIL framework has always been to remain relevant mainly because

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