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  • Common IT Pitfalls in the Age of ITSM

    Common IT Pitfalls in the Age of ITSM

    Spoiler alert: You may get more value out of ITSM after reading! Much is written about the business value of ITSM and the failure of many organizations to achieve the full results available. In truth, many ITSM implementation failures start at the beginning of an initiative, when the people implementing ITSM don’t design processes in
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  • Why doesn’t this work? Don’t blame the ITSM Frameworks

    Why doesn’t this work? Don’t blame the ITSM Frameworks

    A common problem If you stop and think about it, I will bet all of you reading this have heard (or said) the words “It isn’t working!” or some variation of them in the not too distant past. The reason I believe this is a safe bet is based on probability, because our world is
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  • The Importance of Organisational Behaviour

    The Importance of Organisational Behaviour

    Antecedents + Consequences – Filters = Behaviour How to change organisational behaviour and improve performance Organisational Behaviour Management (OBM) is an important aspect of management that applies psychological principles of organizational behaviour and the experimental analysis of behaviour to organizations to improve individual and group performance. OBM takes principles from many fields, including behavioural systems
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  • Collaborating in a shared service management environment

    Collaborating in a shared service management environment

    The processes for IT, facilities and human resources (HR) are broadly similar and do overlap, such as with commencement and exit procedures, and can easily be brought together in a single tool to manage. However, even when doing so and when supporting departments have their own tools and processes, it is not always clear to
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  • Compliance and ITSM

    Compliance and ITSM

    Are we seeking the Holy Grail? Now why have we heard so little about compliance in the past few months, there are those who say it’s not quiet at all but I must say that it is, compared to a couple of years ago. Have we learned how to be compliant, or what to be
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  • My IT Improvement Mantra

    My IT Improvement Mantra

    Effective, Efficient and Energizing One of the most satisfying parts of my work as an IT management consultant is helping IT departments improve how they work. This is usually related to my mains areas of interest, application management and business information management, but the principles apply equally to other areas. I’m particularly pleased with how
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  • Resistance to Change – It Can Be a Good Thing!

    Resistance to Change – It Can Be a Good Thing!

    Whenever a change is introduced into the organization there will inevitably be resistance to it. Whether it is a change to an ITSM process, a change in supporting technology, or a service improvement initiative, it will impact people and therefore resistance to change will occur. Every person is different and will react to change in
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  • A note to my friend DevOps from ITIL®

    A note to my friend DevOps from ITIL®

    Welcome to town The welcome card is on your mat and I’ve baked you cookies, so come on in! Let me introduce myself more formally as it looks to me like ‘we got off on the wrong foot’, so to speak. I’m ITIL I’m an oldie but a keeper. I’ve kept myself in great shape
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