-
Shaking Things Up a Bit – The Service Management Manifesto
Are we there yet? We’re just getting started! A few weeks ago itSMF USA and HDI held their joint Fusion13 conference in Nashville, TN. Service management professionals once again came together with participants from all of the world. The biggest change this year was the introduction of a new discussion format for experts that led
Read More… -
Getting on with the job
Sometimes a TV show or movie with an apparently massive disconnect to the real world — fantasy stuff — can trigger some interesting observations and conclusions for us in our world too. One that did that for me was the first episode of ‘Marvel’s Agents of SHIELD’. What I found interesting was the broad context
Read More… -
Rocket fuel, cake and customers – A tale of availability management
The other day I had a flashback. Well actually, I had two You see, this past week my mobile carrier, Rogers Communications, suffered a major outage which knocked out all voice and text capability across its network. The outage lasted for about 6 hours – a lifetime for the company’s 10 million affected customers. Unfortunately, access
Read More… -
Do Your Policies Enable or Inhibit Your Customers?
How hard do you make it for your customers to do their jobs? What levels of bureaucracy have you implemented in the name of security or audit? Do you use best practice or service management to justify bad IT management? Enabling your Business Partners This is your chance to look at how you enable your
Read More… -
What do Black BMWs have to do with ITSM?
I got upset twice whilst in my car last week. Both times because the car behind blew its horn and the driver ‘gesticulated’ to convey his annoyance. The first time my daughter was driving, a new, inexperienced and cautious driver, especially in her father’s car. The guy behind just wanted her to go faster and
Read More… -
So, are we there yet? Is ITIL as successful as we hoped?
Similar to mission and vision determining direction, the goals of an ITIL (or any best practice) implementation are a good indicator of how successful it will be for the business. There are still many organizations chasing the elusive concept of business alignment or business integration and there’s still much talk about “the business” and IT.
Read More… -
A trilogy – The 1 hour Service Improvement Plan – Part 3
By Michelle Major-Goldsmith This is the final instalment of my three part article. Much of what can be achieved will depend on the maturity and culture of your organisation. With any change one should always take a ‘softly softly’ approach and ensure all stakeholders are engaged. The most important part of any successful change is
Read More… -
A trilogy – The 1 hour Service Improvement Plan – Part 2
If part one of my article has given you an appetite for trail blazing in the world of continual service improvement. I’d like to offer you some more ideas with my one hour Service Improvement Plans. I’m not suggesting you could make the improvements listed here within an hour, simply providing pointers regarding common issues
Read More…
