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You know those awkward conversations that start with “we need to talk”? Well, it’s time. We need to talk. About ‘change management’. Ever see someone endorsed for ‘change management’ on professional networking sites, and...
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It may be in a completely different month to normal, and at a new venue, but the buzz around the upcoming SITS15 - IT Service Management (ITSM) Show (formerly known as the Service Desk...
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Are you looking for an overarching IT framework that is compatible with other IT standards and approaches?  Do you need help in building the business case to justify investments in IT service management and...
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A warm hello to all readers. I'm Danny, and some of you may already know me as the Technical Community Manager over in the SysAid Community. Over the past couple of weeks I’ve been...
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What Is ITIL?

By | May 5, 2015 in ITIL

If I type “What is IT” into my favourite search engine then the suggestion “What is ITIL” appears near the top of the list of suggestions, so I guess lots of people must be...
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The 2011 version of ITIL introduced the lesser known change evaluation process. It’s a great addition, and I haven’t seen a lot written about it. The first thing to know is not every change...
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So you’re the “go to” guy or gal within IT, and IT service management (ITSM) has been your life for the last five years.  You can soak up ITIL and ISO 20000, and your...
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Good business-IT alignment (please note that I use this well-known and oft-used phrase reluctantly as IT is part of the business) relies on two things: doing the right thing and doing things right. Without...
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Recently a customer asked me how many different categories they should have for managing incidents. They seemed to think that, like a magician, I could pull an “ideal” number of incident categories out of...
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. I recently attended itSMF Norway 15 Conference. What an incredible experience with some of the most dedicated people in IT service management! I had the privilege of being one of the Service Bazaar...
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How many times does the word ‘communications’ get mentioned as an issue in your organization (and we’re not referring to networks and routers)? The basic human function of communicating information accurately and appropriately between...
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. When I started in the IT industry I was a fairly junior hardware engineer. One day I went out with an experienced engineer to learn about a particular mini-computer that he was going...
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One of the most quoted words in use in tech management and marketing these days is ‘governance’. What do we actually mean by this and why is it such a big and ongoing topic?...
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Over the last few weeks I had the opportunity to speak with several customers in various industries about the exciting and quirky ways that they’re using SysAid’s ITSM solution in the field. I’m truly...
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I have written a number of blogs about metrics and Key Performance Indicators (KPIs) recently, each focussing on a different area of IT service management. These blogs were very popular — this is clearly...
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Think Nike is in the athletic shoes and apparel business? Not on your life. “Nike sells shoes but it’s not in the shoe-selling business. It’s in the business of selling emotion and aspiration. Nike...
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We talk a lot about transformation in IT. That the changing IT landscape is causing us to evaluate and ultimately adopt new technologies. Or at the other end of the spectrum, that business transformation...
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