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.

2015 03 17 Do we need ITIL practitioners IMAGE



Do we need ITIL® Practitioners?

Last week, AXELOS announced their new ITIL Practitioner qualification. Here are my thoughts on whether we need another ITIL exam.




Why do you need to carry out major problem reviews?

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...

2015 01 30 What behaviour do your SLA targets encourage IMAGE



What behaviour do your SLA targets encourage?

Service level agreements (SLAs) should help to improve services, by making sure that both the service provider and their customer are very clear about responsibilities and expectations. Unfortunately, many SLAs have very poorly thought out targets, and these can often result in the service provider behaving in ways that are the exact opposite of what the customer wants.

2014 12 28 2014 a year of consulting training writing and presenting IMAGE



2014 - a year of consulting, training, writing and presenting

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...




Stuart Rance blogs

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.

2014 11 07 Do you need an ITSM assessment 3



Do you need an ITSM assessment?

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.

2014 10 07 Devops isnt only for startups IMAGE



DevOps isn’t only for startups

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.

2014 09 24 Do we really need all those cumbersome processes IMAGE2



Do you really need all those cumbersome processes?

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...

2014 08 29 Managing a continual improvement register IMAGE



Managing a continual service improvement register

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...

2014 07 21 Most training is a waste of money IMAGE



Most training is a waste of money

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.

Optimal Service Management Ltd.

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Essex, IG8 9AN, UK

Registered No: 8791379 England

Phone: +44 20 8504 2002

Recent Posts

  • 2018 01 02 Incident Management Isnt Just For IT Image
    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
    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
    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.

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