Blogs that appear below are published on the Optimal Service Management web site.
All blogs published on this site are licenced under CC BY-SA 4.0 
What’s wrong with ITIL V3, and why do we need ITIL 4?
At the Service Desk and IT support show, there was a panel discussion titled "Which framework is right for your business". I was pleasantly surprised by the sensible conclusions reached...
After you decide to adopt a process from ITIL® you can't just copy what the book says. You need to adapt the process to make it work in the context of your organization...
I suspect that every ITIL® training course uses the phrase “adopt and adapt” at some stage, but sadly I see very little understanding of what this phrase means. This lack of understanding often results in people trying to use the ideas from ITIL publications in a very bureaucratic way, imposing them indiscriminately and without due regard to the business context.
When did you last review how you allocate change authorities? If you have regular CAB meetings that discuss large numbers of changes then you're almost certainly doing something wrong.
RESILIA™ Cyber Resilience Best Practice was launched in June 2015. What is it and how is it different from all the other publications out there that tell you how to manage information security?
Last week, AXELOS announced their new ITIL Practitioner qualification. Here are my thoughts on whether we need another ITIL exam.
I was involved in a discussion about ITSM assessments on Twitter recently. It all started with a discussion about the value of an ITSM self-assessment, but I coudn't get my thoughts into 140 characters, so I decided to write this blog instead.
Many organizations waste their training budget by sending people on the wrong courses, with the wrong motivation and follow up. Here are some things you should think about before you send your staff on a training course.
There are many good reasons why you should attend the Service Desk and IT Support Show in London on 29th and 30th April. Here are just a few of them:
How to create simple definitions of risk appetite levels, and then assign these to each of your organization’s projects, services, business units or any other clearly identifiable part of your work.
Mentoring is a great way to develop both professionally and personally, and the mentor can gain as much from the relationship as the mentee. This blog gives an overview of how you can get started as a mentor, or as a mentee.
Have you tried mapping out your customers’ journeys? If not, then it’s an exercise well worth doing.