Viewing entries tagged with 'itsm'

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 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 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...

2017 07 08 Recorded ITSM Presentations IMAGE

10

July

Recorded ITSM Presentations

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.

itSMF NZ

22

June

DevOps and Culture Change in New Zealand

I really enjoyed the itSMF New Zealand conference, the format and content were as superb as the venue, read on to learn more...

Optimal Service Management Ltd.

7 Ingatestone Road, Woodford Green,
Essex, IG8 9AN, UK

Registered No: 8791379 England

Phone: +44 20 8504 2002

Recent Posts

Latest Tweets