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 
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...
AI can add a lot of value to your IT service management (ITSM), but if you get it wrong you might make your services worse! Here are some suggestions for how to use AI to support ITSM
A new version of ITIL has been announced, here is my summary of what has changed, and more importantly what has not changed.
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.