2023-05-31 16:13
Many people ask “what ITSM process should we start with”, and “how many do we need?” If you’re looking for a practical approach to ITSM process adoption, you&rs&hell…Read More
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Enabling Excellence in IT Service Management
2023-05-26 19:58
I don’t try to be controversial, but this whole metrics and SLA thing is problematic. To be blunt: so many organizations measure and report on a great many things, most of which just d… Read More
2023-04-03 16:36
I’ve helped a lot of organizations improve their Change Management capability. When coming in from the outside, it’s important to quickly size up the culture and context to the b… Read More
2022-09-05 17:22
I’ve seen several articles recently railing against the very idea of best practices. In this article, I’ll take a closer look at where this criticism is coming from and take it h… Read More
2021-12-21 15:37
If there’s one thing that describes successful organizations our time, it’s “agility” – the ability to quickly detect and rapidly act on change in ways benefici… Read More
2021-12-11 22:13
There’s no doubt about it; we’re in the Age of Agile. We’re kind of late into it, yet, I’m frequently asked how we can ‘agilize our ITSM.’ Why isn’t… Read More
2021-10-11 19:21
Change Management has again returned to the headlines, though you may not have heard it that way. Two years ago in Change Management in the age of DevOps, I wrote about the profound business… Read More
2021-06-23 16:01
Here we go again. Announced this week – Axelos – the company who owns ITIL is being sold to PeopleCert. Industry response varied greatly, but nearly eclipsed another signifi… Read More
2021-06-23 16:01
Here we go again. Announced this week – Axelos – the company who owns ITIL is being sold to PeopleCert. Industry response varied greatly, but nearly eclipsed another signifi… Read More
2020-01-30 06:53
There’s been a great deal of discussion recently about the phrase “Change Control” – especially with ITIL4 switching from Change Management to Change Control in… Read More
2019-08-04 23:53
“IT is becoming more integrated into the business of organizations, and more integrated with the work of their staff and customers. As a result, the pace and frequency of change &ndash&hell…Read More
2019-06-06 17:34
IT has been calling Change Management by that name for decades. In the latest update to the de facto ITSM framework – ITIL®, the practice has unceremoniously been renamed to Change… Read More
2019-03-23 23:45
Everyone knows a Configuration Management Database ( CMDB ) is a good idea. We’ve known that for years. And yet, in many years of ITSM practice, I’ve rarely seen a good one. &hell…Read More
2019-02-03 19:17
Every year there’s a flurry of predictions for the coming year. This year, I decided to make my own list, from the neutral vantage point of an ITSM practitioner. I have no ulterior mot… Read More
2018-12-26 15:01
This year I accepted a CIO position at a state (government) agency. It’s been a great year of learning and growing, not the least of which being that the organizational landscape looks… Read More
2018-08-02 05:42
Ever see a “low risk” change cause major issues? “We’ve done it before and never had any problems” doesn’t cut it in the aftermath of a business-impacting… Read More
2017-11-10 22:19
In this third and final installment in the Killing CAB series, I’ll be talking about Change Models – perhaps the most widely overlooked method of streamlining IT Change Managemen… Read More
2017-01-05 15:05
What if I told you there’s a way to effectively manage changes without CAB reviewing each one? Would you be interested? Yeah, you and everyone else in the IT world. In this second arti… Read More
2016-10-16 16:54
Forgone IT maintenance comes at a cost. For most companies, it’s a never ending battle. Here’s five tips for getting out of technical debt. Falling behind A company’s… Read More
2016-08-24 13:17
Ever wondered who’s ‘doing ITIL’? Who has a successful ITSM program leveraging the ITIL framework guidance? ITIL in the real world A while back I started a list of “w… Read More
2016-08-15 13:01
Everyone’s heard that IT causes the majority of incidents when changes go wrong, but is it really true? Are 80% of all incidents change-related?
When things go bump in the night
IT sy… Read More
2016-07-21 13:48
Far too often the first question when changes go bad is “did it go to CAB”. The question is not only the wrong one, but reveals some poor thinking behind the question.
Did… Read More
2016-03-25 14:17
Knowing you need a service catalog and getting your organization to have one are two very different things. Here’s some practical advice for getting started with a basic service catalo… Read More
2015-12-31 21:39
Hate CAB? You’re in good company if you do. I’ve never met someone who actually likes coming to CAB. What I come across far more often is people who hate ‘CAB’… Read More
2015-10-28 23:30
Fusion 15 is the premier ITSM conference – Part HDI conference, part ITSM conference, and new this year, DevOps Fusion. So much opportunity; so little time. Without a plan it&rsqu&hell…Read More
2015-10-01 04:02
But there is no joy in Mudville- mighty Casey has struck out.
Ernest Lawrance Thayer penned those infamous words to describe the shocking strikeout of the odds-on favorite of The Mudville Ni… Read More
2015-07-07 13:45
What are we supposed to talk about at CAB? What should be on the CAB agenda?
The CAB agenda
If you have a CAB in place, or just getting started with Basic IT Change Management, here are fiv… Read More
2015-05-10 18:59
What do unicorns and rainbows have to do with IT Strategic Vision and Service Management? It’s an interesting tale, and if you read on, I’ll make it worth your while. Trust me… Read More
2015-03-20 13:58
In case you missed it, a new ITIL® qualification was announced March 13th. It’s goal is to equip practitioners with the knowledge and skills needed to successfully “adapt and… Read More
2015-01-07 04:19
It’s that time of year again when we look back and take stock of what we accomplished last year, and set our sights on the year ahead. Here’s to a year of excellence in IT… Read More
2014-12-12 15:17
“Best practices can only make you average. They stifle creativity and encourage ‘inside the box’ thinking.” I hear this all the time. But the truth is, best pra… Read More
2014-09-01 13:34
Looking for some great ITSM blogs? Look no further. Here’s a truckload of great resources you should be reading!
ITSM Blogs
There’s a lot of ITSM information out there. Some rea… Read More
2014-07-28 13:30
Misunderstandings make for good TV entertainment, but in ITSM, it’s not so funny. A RACI chart is a quick and easy way to create clarity.
I have no clue who first created the RACI char… Read More
2006-06-07 11:16
Often times people confuse ‘Standard’ and ‘Normal’ Change in IT Change Management. There’s an important concept that gets missed when they’re mixed up. Th… Read More
2006-06-07 11:16
In IT, there are times for incremental improvements and other times when you just gotta start a revolution. At the 2012 Summer Olympics, the difference between the podium and obscurity… Read More
2006-06-07 11:16
Keeping your IT infrastructure stable while making necessary changes feels a bit like walking a tightrope without a net. A near-impossible feat requiring nimble balance The art of Tightrope… Read More
2006-06-07 11:16
If you’re in IT, fixing the same issues again and again may not mean you’re insane, but it’s definitely driving your customers crazy! Stop the Insanity with Problem Managem… Read More
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