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 
I have often written about the need to offer access to knowledge and information in a variety of different formats, so I’m grateful to the people running these ITSM events for making video recordings available for sharing.
I really enjoyed the itSMF New Zealand conference, the format and content were as superb as the venue, read on to learn more...
The Theory of Constraints describes many logical tools. This blog shows how a Current Reality Tree can help you identify what you need to change to make improvements.
Configuration management can be very expensive and time consuming, and if you get it wrong it can deliver very little value. So make sure you really understand what your stakeholders need...
When did you last review your ITSM processes to see if they deliver the value you need? Maybe it’s time to think again and consider how you can develop capabilities that will help your customers to succeed.
Change management is often a point of friction in IT organizations, but I think there may be a better approach...
It’s fine to use KPIs for planning, understanding, and discussion, just remember to maintain a focus on your real goals and don’t confuse them with your KPIs!
Do you always give your customers what they want? Sometimes it's better to find out what they really need, and give them that instead...
Do you ever send emails with attachments or links to your staff or customers? Make sure you're not training people to be phished.
Do your people know not just what your security controls do, but why? Do they really protect your assets, or are they just security theatre?
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.