Viewing entries tagged with 'itsm'

2016 04 26 How to create a team of real IT heroes

26

April

How to create a team of real IT heroes

I have spoken to lots of people about the issues we have with IT heroes, who save the day at the last possible moment, leaving a trail of devastation for others to clear up. This blog discusses what a true, modern IT hero would look like?

2016 02 22 Good cyber resilience needs collaboration

22

February

Good cyber resilience needs collaboration

I attended the inaugural meeting of the Global Forum to Advance Cyber Resilience last week. It was interesting to see that people from public and private sectors, and people from large and small organizations, all face the same cyber resilience challenges - and all need to collaborate...

2016 01 26 The importance of good communication IMAGE

8

February

The importance of good communication

I learned about the importance of good communication a long time before I became an ITSM consultant, but the lessons have stayed with me ever since...

2015 12 15 Applications are not IT services IMAGE

16

December

Applications are not IT services

If you think that applications are IT services, then it is likely that your customers won’t see the value that IT brings to the business. If on the other hand you think of IT services in terms of the business processes that you are supporting, you will find it much easier to focus on creating value for your customers...

2015 10 19 What do we mean by adopt and adapt IMAGE2

12

November

What do we mean by adopt and adapt? Part Two

After you decide to adopt a process from ITIL® you can't just copy what the book says. You need to adapt the process to make it work in the context of your organization...

Small Kitten

20

October

What do we mean by adopt and adapt? Part One

I suspect that every ITIL® training course uses the phrase “adopt and adapt” at some stage, but sadly I see very little understanding of what this phrase means. This lack of understanding often results in people trying to use the ideas from ITIL publications in a very bureaucratic way, imposing them indiscriminately and without due regard to the business context.

2015 08 24 IT change management doesnt always need a CAB IMAGE

24

August

IT change management doesn’t always need a CAB

When did you last review how you allocate change authorities? If you have regular CAB meetings that discuss large numbers of changes then you're almost certainly doing something wrong.

2015 04 17 IT heroes IMAGE

17

April

Unhappy is the land that needs a hero...

 Many IT organizations have heroes that save the day when they are in trouble, but is this really what they need?

Problem

15

February

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...

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

28

December

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...

Optimal Service Management Ltd.

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

Registered No: 8791379 England

Phone: +44 20 8504 2002

Recent Posts

  • 2019 01 10 Cyber security is not just for work IMAGE
    Cyber security is not just for work

    I write lots of blogs, and deliver training courses on cybersecurity. I nearly always focus on the security of business systems and networks, but it is equally important to think about cyber security in our personal lives.

  • 2018 11 11 Whats wrong with ITIL V3 IMAGE
    What's wrong with ITIL V3?

    What’s wrong with ITIL V3, and why do we need ITIL 4?

  • 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...

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