• 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,
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  • 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
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  • Every Step Counts: 5 ITSM Lessons from my first marathon

    Every Step Counts: 5 ITSM Lessons from my first marathon

    In 2014, I trained for my first marathon.  It was a journey that included changes to every aspect of my life, from eating to sleeping to training and changing my daily habits. Running for miles gave me a lot of time to think, and one of things I thought about was how training for a
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  • Reality Check – The (IT Services) Matrix

    Reality Check – The (IT Services) Matrix

    “The Matrix is everywhere; it is all around us, even now in this very room…” Many of you will recognize the above as the beginning of a scene from The Matrix, in which Morpheus asks Neo if he wants to know what “it” is. In the article to follow, I am offering you this choice
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  • The Service Level Agreement – Getting it Right

    The Service Level Agreement – Getting it Right

    How to ace an SLA Preparation for any industry The preparation of a Service Level Agreement (SLA) can consume a great amount of time and money. Moreover, it can also cause a major headache as it can lead to an increase in bureaucracy and psychological obstacles for the team members involved. There are also considerations
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  • Sell me this DevOps

    Sell me this DevOps

    Having already written about both DevOps in Kill DevOps and the challenge of selling IT initiatives to ‘executive hair’ in Sell me this IT, I thought that I now might combine the two. It was either going to be Kill IT or Sell me this DevOps and I’ve opted for the latter. Most people who
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  • Life, Death and ITSM in Finland

    Life, Death and ITSM in Finland

    On a trip to Helsinki in April 2016 to speak at the ICT Expo, a two-day trade show attended by 5000 visitors, I had the opportunity to catch up with ITSM legend Aale Roos. I’ve known Aale for more years than we both care to acknowledge, and it had been quite a while since we
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  • ITIL vs ITSM: What is the Difference?

    ITIL vs ITSM: What is the Difference?

    Understanding the difference between ITIL vs ITSM and the difference between Help Desk vs IT Service Desk is important if an organization wants to have a clear and accurate view of how it currently provides IT support. This type of knowledge is important for setting short-term and long-term goals for IT Service Management organizations that
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