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
Many IT organizations have heroes that save the day when they are in trouble, but is this really what they need?
There was a discussion of “major problem reviews” on the Facebook back2ITSM group last week. Lots of questions were asked, and the Facebook format really didn't allow me to explain my viewpoint...
2014 was the first full year that I’ve worked as an independent consultant, trainer and author, and it’s been a very busy year...
Here's a list of all the blogs and white papers I've published since the end of 2013, so you can find articles that you might be looking for.
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.
I’ve been hearing a lot about DevOps lately, but it always seems to be about Internet startups. Here are some thoughts on how the rest of us can get value from DevOps ideas.
When we think about IT service management (ITSM) processes, we usually think about how we can standardise everything we do, to ensure that we use our resources efficiently and that everyone does everything that is needed. Maybe there's a better way...
In a previous blog I wrote about how to use an assessment to identify improvement opportunities and populate a CSI register. This month I look at other ways you can identify improvement opportunities, and how you should manage the CSI register...
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.
If you’re running IT services then you need a management system, and you need to constantly monitor and review everything you do so that your management system keeps improving. The alternative to continual improvement is stagnation, or worse. If your competitors keep improving and you stand still then you will rapidly find yourself falling behind.