Having been an ITIL instructor since 2002, I've met thousands of people in hundreds of organizations.
One of the things that I have found in my years of training is that theory and reality are not always in sync.
This blog is my attempt at providing my answers to some of the difficult questions related to IT Service Management including the importance of defining services, process implementation tips and techniques and, yes, some exam tips as well!
If you have a question, let me know. I'll do my best to answer it. If you have some advice in addition to what I provide, post it!