Service Management
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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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Questioning Service Management
An Interview with Charles Betz One of the Keynote speakers at the itSMF Norway ‘ITSM with Superheroes of the World’ conference, being held in Oslo, April 12-14 is Charles Betz. Having spoken with Charlie on many occasions and having had the pleasure of co-hosting a number of AllThingsITSM Global Podcast recordings with him, I knew
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The Culture of Sharing – New World of Learning for Service Management Staff
Capabilities are the organisation’s most important asset The performance of any organisation depends not solely on process models and governance structures but on capabilities. It is recognised that in an organisation, the people (and therefore their capabilities) are its most important asset. On that basis, the continued professional development of those people, including those working
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Service Management and fitted kitchens
But you’ve done this before haven’t you? Everyone who’s worked as an ITSM consultant – external or internal – is familiar with the ‘just do ITSM for me’ line. The customer has decided to ‘do’ ITIL (or COBIT or ISO2000, choose your framework). They expect to take processes drafted elsewhere and apply these to their
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Service Management and Me (and you too!)
All of my jobs have been service jobs I will come back to this, and how it likely applies to you too, shortly. First though, I want to invite you to step into my memory for a brief tour of my service management journey thus far. My first job was manning a concession stand at
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Why Change Management is Important – Part Two
In the previous chapter of this blog we discussed how Change management is a vital aspect of how successful organizations operate because it is a form of a control valve for modifications to the environment that, in some way, impact business. We started to look at a specific example that illustrates this point, let’s continue
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Why Change Management is Important – Part one
Change management is a vital aspect of how successful organizations operate because it is a form of a control valve for modifications to the environment that, in some way, impact business. As technology has become ubiquitous in the daily operation of any business, it is ever more important not to underestimate the value that a formal
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The Model Train-set Syndrome
Getting the layout right When I was a boy, like everyone else I knew, I had a model train set. It was fun to watch the train go round past my few random pieces of supporting infrastructure: station platform, signal box and a footbridge. I recall occasional fantasies of building a ‘proper’ layout with multiple
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