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Capacity management was an important driver for the development of ITIL®. The original team writing the ITIL books back in the 1980s evolved from an earlier team dealing specifically with capacity management and performance...
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Your IT service desk staff are hopefully warriors, battling incidents and tirelessly delivering against service requests on a daily basis to ensure the smooth running of the technology that supports and drives your organization...
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Ever hear that ITSM (and ITIL) are not about the processes? If that’s true, then why are the ITIL volumes full of processes? Incident management, change management, release, and so on. Twenty-six of them,...
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Has this ever happened to you? You’re asked to look at a pressing issue and report back your findings and ideas at the next management status meeting. You interrupt what you're doing, invest time,...
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When creating a request for change (RFC), it's tempting to stick to the bare minimum. After all, most of us have better things to do than populating endless forms with information that nobody really...
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I was riding home on my bike recently when the traffic lights turned red, as they do.  I stopped, and waited for them to turn green again so I could go.  There were cars...
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As an exhibitor, it seems to take forever to plan for the Service Desk and IT Support Show (SITS) but, once you are there, the two-day event is a case of “blink and you’ll...
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I was trying to get support from a supplier recently and, after considerable delay in reaching a service desk agent, I was upset to be able to hear the boredom in his voice.  It...
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DevOps is currently very fashionable, and so I hear lots of people talking about how their IT organization will be doing DevOps over the next year or so. The trouble is, as soon as...
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Leading and managing an IT service management (ITSM) team can be tough. Not only do you need to think about your own performance, how you feel about your job, and your motivation, there are...
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Are you going to the annual Service Desk and IT Support Show (SITS16) in London? It’s a free-to-attend IT service management (ITSM) and service desk event where not only do you get to see...
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In Part 1 of this blog series, I covered what cloud native applications and microservices are – and left you dangling as to what containers are. I also mentioned “bees” but that’s irrelevant. Here,...
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The cloud is now ten years old, if you view Amazon Web Services (AWS) as kicking off the cloud industry with its inaugural EC2, S3, and SQS services back in 2006. It’s an industry,...
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We all like to believe we are doing a good job. We all take pride in our achievements. But sometimes those of us who work in IT focus on the wrong things, particularly when...
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If you ask what a service desk is you might get any of these responses: IT operations or IT service management (ITSM) team: “The team we give the responsibility of dealing with IT issues.”...
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Today’s tech-savvy customers are taking their consumer-world IT issues into their own hands, with customers now looking online for answers in preference to calling or emailing the supplier to help them to fix the...
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So Pink16 is done and dusted, and it’s already time for the second of the year’s IT service management (ITSM) industry’s “grand slam” events – HDI. Alas, I’ll be missing out on this one...
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