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ITIL

61 posts in this category
 

It’s not uncommon for an organization to be missing a problem management team (or suitable resource), yet the ITIL-espoused problem management capability is arguably one of the most important IT service management (ITSM) areas...
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I recently found myself discussing the use of change models with a customer. This customer, like many others that I come across, thought that every IT change should be classified as either a standard...
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If your IT organization funnels every Request for Change (RfC) to a Change Advisory Board (CAB) for implementation approval, then you’re doing change management wrong. If this is happening in your IT organization, do...
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Editor’s Note: While reviewing the level of readership of our blogs, we couldn’t help but notice that certain blogs never lost their popularity over the years. This is one of them – with thousands...
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Capacity management is (or at least should be) a core strategic process of your IT service management (ITSM) practice – as understanding the capacity of each IT service, and the factors affecting capacity of...
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I was working with a customer recently and they asked me what key performance indicators (KPIs) they should use to measure IT change management. After thinking about this for a while I offered them...
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Every IT organization has a service portfolio, even if they don’t think of their services in this way. Making improvements to your service portfolio is essential if you want to deliver services that help...
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In a previous blog I talked about “starting where you are” as a guiding principle for people who want to improve outcomes for customers. I talked about how this means not throwing away everything you...
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We all know IT organizations that run into difficulties working with their suppliers. They seem to really struggle, enduring fractious relationships and contracts that don’t meet their needs. On the other hand, some IT...
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I was thinking about incident management and categories and it came to me that really, every single day, we find ourselves being categorized and pushed into a specific pigeonhole. In fact, it happens so...
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Why do we IT service management (ITSM) people have trouble understanding and predicting how our customers and other colleagues in the business will behave? Really understanding the customer’s perspective requires more than good intentions....
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Configuration management is about collecting and maintaining useful information. In IT service management (ITSM), this means knowing about everything from hardware and software through to documentation and people – all of which is used...
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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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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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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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As Joe the IT Guy said in his recent HDI blog on selecting a new IT service management (ITSM) tool – “Selecting any new technology is a serious matter.” In particular, there’s little fun...
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As an IT service management (ITSM) consultant, customers sometimes start by asking me to carry out a maturity assessment. They usually tell me that they want to know how they compare to other similar...
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Recently I presented a webinar on getting started with service catalog. It's a topic that comes up often because getting started can be harder than it looks – especially without the support of a...
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  In part 1 of this blog, I focused on what to look, and ask, for when assessing a change. Here, in part 2, I go further, and beyond the impact assessment, to look...
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One of the things that worries me most about where the IT industry is headed is how we sometimes get so caught up in “the new stuff” that we forget to make sure that...
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In my recent blog 5 New Year’s Resolutions for ITSM Practitioners, I recommended that people should think about how they manage availability. I was surprised by the number of people who contacted me to...
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Nearly 30 years ago, ITIL® launched itself on an unsuspecting world with five books published. One of those was called Help Desk, and another one dealt separately with Problem Management. The separation of two...
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In my recent webinar for SysAid, Never Underestimate the Importance of Change Management, I had the chance to ask three polling questions to those listening. Encouragingly, we got around 160 answers to each question...
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Not so long ago, I presented a webinar on change managementcalled Never Underestimate the Importance of Change Management. Normally webinars are a lonely alternative to conventional seminars, because instead of looking at faces of...
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Continual Service Improvement (CSI) is one of the most important concepts in ITIL, but very few IT organizations put anything in place to make it happen. Everyone knows that they need a service desk,...
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In a world of constant change in every aspect of life, it might be reasonable to expect that deciding on changes and processing them would be a widely held skill, familiar to us all....
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Everyone loves heroes, and not just in comic books. Heroes come in and save the day when things go wrong, and naturally anyone suffering as a result of that ‘going wrong’ is pleased to...
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For as long as ITIL has been around (26 years) and longer, it’s told us that Service Management needs a triple focus. People, Process, and Technology all must be addressed if services are to...
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The corporate IT service desk gets a lot of criticism. More specifically, service desk agents get a lot of criticism. They often get accused of using their service desk role as a stepping stone...
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If you regularly read my blog you’ll know that I’ve already written a fair bit on the tough nut to crack that is problem management. It’s often something that’s started as part of the...
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I was recently involved in a discussion about IT services and how to deliver acceptable levels of availability. This discussion was triggered by a failure of the London air traffic control (ATC) system on...
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I’ve written about continual service improvement (CSI) before. If you haven’t read my previous articles then you might like to look at Continual Service Improvement (CSI) - The Most Important Service Management Process and...
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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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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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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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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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. 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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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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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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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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Don’t tell anyone but for some reason I can post to the SysAid blog now... and to start I want to provide a simple introduction to incident management. Humble is what I do best....
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“Hi, just calling to say everything is working great today!” said no Service Desk caller. Ever. Like it or not, your customers have a relationship with IT. Sometimes good; sometimes bad.  They are built...
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In my blog last week, I recommended 6 tips that you might like to consider as New Year’s Resolutions. They were all about things you can do for your IT organization. This week, I...
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As 2014 draws to a close I’ve started to think about what’s going to be important for IT service management (ITSM) professionals in 2015. Here are 15 tips that you might like to consider...
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Whose Fault Was It?

By | November 25, 2014 in ITIL

We all know that IT service management is about people, processes and tools, but for some reason we always seem to focus on the processes and the tools and forget about the people. I...
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IT people tend to like technology, and we like things to be clear and unambiguous, with proper facts and figures. In some other areas of expertise people are more comfortable with things that are...
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I have written a number of blogs about metrics and KPIs recently, each focussing on a different area of IT service management. Here are some links in case you’ve missed any of them. Defining...
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I have written about how to define metrics and KPIs for IT service management processes before. In Defining Metrics for Change Management I discussed the importance of identifying stakeholders, and defining CSFs and then...
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I know that the question “How long should an ITSM project take?” is going to get an answer of “It depends on what you’re trying to achieve”, but stay with me a while and...
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I have been working with a customer who wants to improve their service transition processes, and I came across a situation which I’ve seen too often in the past. The configuration manager was working...
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Whenever I look at the tools, processes and metrics that IT organizations implement for their change management processes I see a huge difference between what I think change management is for and what they...
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Sometimes people ask me which service management process they should implement first, or which process is the most important. They probably expect me to give the typical consultant’s answer of "it depends", but I...
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Few IT organizations are really good at problem management; it is often only used for managing the aftermath of major incidents. I think that one of the reasons for this is confusion in the...
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Continuing our series of looking at the changes going on in the ITSM area, I want to examine perhaps some of the issues facing the newly formed company to take the ITIL and Project...
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Some time ago, I wrote about the latest happenings after the announcement by the UK Government Cabinet Office to enter into a joint venture with Capita for the Best Management Practice Portfolios. At the...
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I like to think of myself as a reasonably intelligent person. I’ve been working in ITSM for many years and I understand the mechanics behind change, but it has always been one of the...
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The last few weeks have been pretty big for the ITSM industry. First we had the Service Desk and IT Support Show (SITS 13 Europe) where the great and the good of ITSM and...
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I only ask, because the other day I spotted a forum where a keen, recently Foundation-certified person was handed a short sharp rebuke, for asking if he could include the official logo on his...
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So you've read the ITIL book, been on the course, copied and tweaked the diagrams in PowerPoint/Visio and you have a bunch of things you can loosely term as service requests or standard changes....
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Marketing is a mess. This isn’t a secret. The average marketing department needs to take care of marketing materials for internal and external purposes, content creation, advertising, social media, the corporate websites, and so...
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