Stuart Rance writes many blogs and white papers that are published on a variety of sites, you can find a regularly updated list of all of these in Stuart Rance blogs

Blogs that appear below are published on the Optimal Service Management web site.

2018 09 27 IT security and the service desk PREVENT

27

September

Information security and the service desk

I will be delivering a webinar on information security and the service desk on Wednesday 10th October. Here's a preview to whet your appetite...

2018 08 08 How to manage major incidents and security breaches IMAGE

8

August

How to manage major incidents and security breaches

Major incidents and security breaches are different. Learning from experience can turn out to be hugely expensive, or even result in the organization concerned going out of business. So how can you make sure that you handle these incidents correctly first time?

2018 07 21 How to get the best value from an ITSM consultant IMAGE

23

July

How to get the best value from an ITSM consultant

I deliver much better value to some of the organizations that I work with than to others, and I’ve been thinking about why. Here are four tips that will help you to get the best possible value next time you engage a consultant.

2018 06 08 Which ITSM framework is right for your business IMAGE

11

June

Which framework is right for your business?

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...

2018 05 14 Putting the Ops in DevOps IMAGE

15

May

Putting the Ops in DevOps

I often hear people who work in IT operations complain that DevOps is just about development. If we want DevOps to work for everyone then we shouldn’t wait to be invited to join in and complain when we aren’t. We should actively adopt ideas from DevOps into how we run IT operations and seek out our development colleagues to foster collaboration.

SDI metrics and measurement

19

March

How well does your service desk communicate?

I delivered a presentation on Metrics and measurement at the Service Desk Institute conference in the UK. To my surprise, the most lively discussion topics were more about how well the service desk communicates with end users, than about metrics.

2018 01 02 Incident Management Isnt Just For IT Image

15

January

Incident Management Isn’t Just For IT

If you define an incident as "... interruption to an IT service..." then you're not really focussing on customers. One of my clients has a much more business-focussed definition, and this drives completely different behaviours...

2017 11 28 Managing IT is just like running a barbershop IMAGE

18

December

Managing IT is just like running a barbershop

Delivering services isn’t something that is unique to IT. We know good service when we receive it, and so do our customers. If you focus on service levels and processes your customers will never see you as more than an internal cost centre; if you focus on outcomes and customer experience instead then you can become a valued partner.

2017 11 16 You Need a Vision IMAGE 1

20

November

You Need a Vision

Many IT organizations think that defining a vision is too abstract, they don’t see the point, and they just want to get on with it. So they jump straight into the important work. The results are as predictable as they are sad. IT staff work very hard, but fail to arrive anywhere helpful, with results that are not nearly as good as they could have been.

2017 09 11 Door and hooks

12

September

We all get it wrong sometimes

Do you think about the outcomes you're trying to achieve with all of your processes? Or do you just try to make the processes work better? Many IT organizations continue to run the same ITSM practices long after they have become outdated, but there is a better way to work...

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Registered No: 8791379 England

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Recent Posts

  • 2018 09 27 IT security and the service desk PREVENT
    Information security and the service desk

    I will be delivering a webinar on information security and the service desk on Wednesday 10th October. Here's a preview to whet your appetite...

  • 2018 08 08 How to manage major incidents and security breaches IMAGE
    How to manage major incidents and security breaches

    Major incidents and security breaches are different. Learning from experience can turn out to be hugely expensive, or even result in the organization concerned going out of business. So how can you make sure that you handle these incidents correctly first time?

  • 2018 07 21 How to get the best value from an ITSM consultant IMAGE
    How to get the best value from an ITSM consultant

    I deliver much better value to some of the organizations that I work with than to others, and I’ve been thinking about why. Here are four tips that will help you to get the best possible value next time you engage a consultant.

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