• Configuration Management, Why bother?

    Configuration Management, Why bother?

    Some Pros and Cons about implementing Configuration Management In order to discuss the Pros and Cons of anything, you must first establish and agree upon the Goals. This will ensure that everyone is on the same page and seeking the same results. It is also important to cover, at a high level, the major activities that should
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  • Making Sure Your ITSM Improvement Sticks

    Making Sure Your ITSM Improvement Sticks

    SEND IN THE REINFORCEMENTS! One of the aspects of organizational change management that is often missed or neglected is the need to reinforce the reasons for making a particular change or improvement. Without reinforcement, people can revert back to the old ways of working and not demonstrate the new behaviours that you wished to achieve with
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  • CMDB – The Ageing Silver Bullet

    CMDB – The Ageing Silver Bullet

    ITSM and a program office’s stewardship of its adoption within an organization, is a key element in the Information Technology Department’s goal of becoming a service oriented organization. Configuration Management (CfM) and the Configuration Management database (CMDB) are foundational building blocks in that adoption that will enable the identification and tracking of how infrastructure components
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  • The All-Important Matter of Change Sponsorship – an Interview with Karen Ferris

    The All-Important Matter of Change Sponsorship – an Interview with Karen Ferris

    More wisdom from Karen Delegates at the itSMF Norway annual conference “Service Management with Superheroes of the World” are able to enjoy a double dose of ITSM wisdom from Karen Ferris. In my earlier post I talked with Karen about her workshop on Stakeholder communication and its importance to the success of change and improvement
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  • ITSM Will Play a Key Role in Digital Transformation Initiatives

    ITSM Will Play a Key Role in Digital Transformation Initiatives

    Objectives are to drive employee productivity and improve innovation Advancing how employees collaborate, as well as recognizing and acting on improvement initiatives, and improving productivity are key objectives of any digital transformation effort. A recent survey (September 2015) of digital transformation conducted by McKinsey reported that just over half of respondents identified improving existing business
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  • A Series of Symbiotic Events

    A Series of Symbiotic Events

    Event the First: The Party When normal people think of an event, they envision some type of significant gathering of like-minded people drawn to promises of being provided something they all want to experience. This might be anything from a wedding to a small town festival to the release of the latest iPhone to the
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  • Stakeholder engagement – tools to help you do it right

    Stakeholder engagement – tools to help you do it right

    An interview with Karen Ferris This year’s itSMF Norway conference “Service Management with Superheroes of the World” has a host of well-known ITSM names in the lineup of workshop and session presenters. One such name is Karen Ferris. Karen will be delivering both a workshop and a conference presentation at the April 12-14 event at
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  • The Service Desk – How do you make improvements?

    The Service Desk – How do you make improvements?

    In my last blog, I mentioned that if your customers or users perceive that the Service Desk provides poor service, that is their reality and that is what you need to change. Here I will give you some pointers on how to go about it. Simplicity itself Involved in the Service Desk? Understand what it
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