• ITIL® Practitioner workshop benefits

    ITIL® Practitioner workshop benefits

    The key with ITIL Practitioner is developing an improved and/or new enabled capability in yourself and for the future of ITSM. At the end of September 2016, itSMF Sweden put on a workshop event in Copenhagen, Denmark.  The intent being to raise awareness and understanding about ITIL Practitioner but it turned into so much more.
    Read More…

  • Why Proactive Incident Management is important

    Why Proactive Incident Management is important

    What are you waiting for? Recently intercepted and decrypted conversation between Batman and Superman: Batman: “Luthor has a bomb planted in Metropolis Central Station, set to go off in 5 minutes; I’m on my way but can’t get there in time to stop it, but you can!” Superman: “I suppose I could, but you said
    Read More…

  • The End of Incident Management (as we know it!)

    The End of Incident Management (as we know it!)

    Can you imagine an ITSM world without Incident Management? While important, Incident Management (IM) is one of the most inefficient (and sometimes ineffective) ITSM processes. So much of the success (or failure) of IM depends on human interpretation.  What is the consumer seeing?  What kind of day is the consumer having? What does the consumer
    Read More…

  • Five Service Desk Tips for Your Organization

    Five Service Desk Tips for Your Organization

    The effectiveness of your services depends on various factors that you must always keep in mind, as well as how solutions, such as service management solutions, can and do benefit the organization. These are five tips that I think will help make your service desk as successful as possible. First of all, you must invest
    Read More…

  • Service Request Catalog: Failing to Fail

    Service Request Catalog: Failing to Fail

    Many IT organizations fail at their first attempt to go online with Service Management via a Service Portal or Service Request Catalog. Today I’ll look at some of the reasons why and provide suggestions for succeeding the first time, through widespread engagement combined with an agile growth that maintains momentum throughout your efforts. Before beginning,
    Read More…

  • How Do You (con)Figure?

    How Do You (con)Figure?

    What is configuration management? People (at least some people) have always been aware that knowing where things are and how things work together are good things to be mindful of. It’s why some have always been attracted to maps and puzzles (which are sometimes the same thing), and have that urge to disassemble and reassemble
    Read More…

  • Choosing the best Service Management framework for the Business

    Choosing the best Service Management framework for the Business

    An interesting question AXELOS recently posed a question on their website Community Area.  It was a Founding Members Challenge.  Aimed at promoting discussion and debate, the question posed asked about how you would give a new person “Barry” some advice when considering whether ITIL ® was the best framework for the business?  So let’s consider
    Read More…

  • Book Review – Service Management Online by Phyllis Drucker

    Book Review – Service Management Online by Phyllis Drucker

    Reviewed by Karen Ferris Whether you are starting on your service request catalogue journey or looking to improve your existing service request catalogue – STOP NOW – read this book first This publication will avoid you making the same mistakes I have seen so many organisations regarding service request catalogues. This is a concise and
    Read More…