Your intrepid Chairman was this week in the rather deserted desert city of Las Vegas at IBM' Tivoli's Pulse service management event. Pulse is aimed at a broad range of industries not just the communications and media worlds, so a chance to meet and talk with a wide range of people who are all concerned with delivering business effectiveness through better IT infrastructures. First a bit on an explanation. The term Service Management , much used this week, is not quite the same animal as...