The only defense a person has in our over-communicated society is an oversimplified mind.
—Al Ries & Jack Trout1
Put simply, to an end user, IT either fixes stuff that is broken (Incident management) or provides new stuff (Request fulfillment). Which one does your department do more?
Request fulfillment is undoubtedly integral to the everyday work of any IT department. Every day there will be requests for new equipment from headsets to new workstations, requests for software installations or other services, such as new ...
