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ITIL says that IT change management should evaluate changes before anyone starts designing or building them, but most organizations don’t start change management until they are ready to deploy the change. I...
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I was working with a customer recently to help them design a new change management process. We were able to work very quickly because fortunately it was quite easy for the many...
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If you’ve been around IT service management (ITSM) for any time, you can easily recite the three aspects of ITSM:  people, process, and technology. Frankly, the best way to implement ITSM is...
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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...
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Want to know where you and your colleagues need to be – skills-wise – in 2020? Then this blog is for you. It offers highlights from a free-to-download SysAid eBook that uses the...
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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...
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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...
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Business continuity – the art of keeping the business in business – is nothing new. But how is business continuity affected by newer approaches to IT management such as Agile and DevOps?...
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Ever stop to wonder what your IT-industry peers are doing/using to provide superior IT support experiences? Thankfully, if you do, support-professional membership organizations such as HDI are on hand to share aggregated...
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Is 2018 the year that service management emerges from the back room and is seen as a strategic business asset? Traditionally, service management has been viewed as “something that IT does.” Or...
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Some highly visible IT organizations have adopted ideas from DevOps, Agile, Lean and other frameworks to help them deliver great customer experience, with lower cost and higher quality. But what about the...
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As an organization begins to engage with a consultant regarding ITSM implementation, the conversation typically turns to the topic of “how can we be assured of success?” What is the consultant’s standard...
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The ITIL Practitioner Guiding Principles aren’t just for management. Here are some examples of how service desk agents can use them too. I often talk to people about the ITIL Practitioner’s Nine...
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In one of my previous SysAid blogs, I said that one of the primary purposes of the change management process was “to ensure that a change delivers the intended result…if a change...
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ITIL, the popular IT service management (ITSM) best practice framework, is no longer the de facto approach for ITSM.  Not only are there valid alternative approaches, so much has changed in the...
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You need to train and mentor service desk and IT support staff in techniques they can use to diagnose incidents and problems. They won’t become good at this just because they have...
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ITIL has been the IT service management (ITSM) best, or good, practice “frontrunner” since the 1990s despite the birth, or evolution, of other approaches. And there’s no doubting that it has helped...
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The IT “playing field” is essentially leveled with public cloud, because it brings world-class IT management and IT service management (ITSM) capabilities to all. Release management is a good example of this....
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Don’t be fooled – by the cloud tech-talk of instances, databases, code, and APIs – into thinking that cloud is all about technology. Unfortunately, this kind of tech-talk can convince IT service...
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Many businesses, and IT organizations, become frustrated with a lack of agility and responsiveness with their change management process. Rather than being viewed as a “value enabler,” the change management process is...
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If I asked you how your organization does problem management, would you, like so many of the people I have worked with over the years, tell me that you don’t do it?...
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Having an external perspective is valuable, and even essential, for an organization to establish improvement ideas. That ability to ”see the wood for the trees” coupled with knowledge of the broader world...
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I visited two very different customers recently.  They had very different problems and the solutions I suggested for them were also very different. But there was one thing that they had in...
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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,...
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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...
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I recently ordered some items from a web site that I’d used before. The checkout price was $30, which I paid with a credit card and then forgot about it and got...
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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...
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My colleague Ivor McFarlane once described the concept of intelligent disobedience to me. This term was first used in relation to guide dogs.  Service animals need to be trained to obey their...
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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...
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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...
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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...
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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...
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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,...
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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...
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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...
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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...
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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...
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New Year’s resolutions are traditional at this time of year. So I’ve been thinking about what would be great resolutions for people who work in IT service management (ITSM). Here are my...
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You’ve no doubt heard the saying "if you can't measure it, you can't manage it." Therefore, naturally, we try to measure things so we can effectively manage them. Makes sense, as far...
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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...
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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...
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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...
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If you read my blog regularly you’ll know that I’ve already written simple introduction blogs related to: Incident management, and Problem management Now it’s change management’s turn. To misquote Amazing Fantasy #15...
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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...
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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...
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Everyone knows that incident management is designed to manage the overall life of an incident. Start to finish. Cradle to grave. But what does that really mean? The standard, accepted practice is...
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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...
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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...
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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)...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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When looking at ways to improve your IT support and service desk, it’s always useful to take a look at what managed service providers (MSPs) are doing, since their entire business is...
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IT maturity assessments come in many shapes and sizes. Some are broad and look at a large number of areas, like strategy, culture, governance, people, skills, transparency, risk management, security, processes, asset...
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When I ask people how they acquire the knowledge they need to do their jobs they describe a huge variety of approaches that work for them, including working with other people, attending...
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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...
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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...
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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",...
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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...
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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...
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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....
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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...
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