Defining your risk appetite
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.
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
Kanban boards are traditionally used in IT development teams, but they can be just as useful for IT operations. You should consider using them to help you manage flow, limit work in progress, and prioritise your work.
If you’re familiar with DevOps, you will probably have heard people talking about “the three ways”. The ideas described in the three ways can be adopted by everyone, not just those who follow DevOps.
If you’ve built IT services that are rigid and should never fail, then maybe it’s time to think about failing a bit more often!
I have spoken to lots of people about the issues we have with IT heroes, who save the day at the last possible moment, leaving a trail of devastation for others to clear up. This blog discusses what a true, modern IT hero would look like?
I attended the inaugural meeting of the Global Forum to Advance Cyber Resilience last week. It was interesting to see that people from public and private sectors, and people from large and small organizations, all face the same cyber resilience challenges - and all need to collaborate...
I learned about the importance of good communication a long time before I became an ITSM consultant, but the lessons have stayed with me ever since...
If you think that applications are IT services, then it is likely that your customers won’t see the value that IT brings to the business. If on the other hand you think of IT services in terms of the business processes that you are supporting, you will find it much easier to focus on creating value for your customers...
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.