What Problem Does ITIL Solve

What Problem Does ITIL Solve?

You need to improve the way that IT delivers. You see IT service management (ITSM) as the way forward. But there’s a problem. ITSM is an investment, a change of culture,...
Number 5 Black Background

5 Ways Cloud Changes ITIL Capacity Management

Don’t be fooled – by the cloud tech-talk of instances, databases, code, and APIs – into thinking that cloud is all about technology. Unfortunately, this kind of tech-talk can convince IT...
6 ITIL Adoption Tips

6 Tips for Successful ITIL Adoption

ITIL – the popular IT service management (ITSM) best practice framework – can be tough for people to wrap their heads around. So, to help organizations get a grip on ITIL...
Value in ITSM Training

Has ITSM Training’s Focus on Guaranteed Pass Rates Gone Too Far?

Recently, there was a fascinating news item on Dutch television about school exams, which I felt that I needed to translate into English and add a little IT service management (ITSM)...
ITIL Adoption Project Return on Experience

ITIL Adoption Project Return on Experience

This blog shares some insights on how to best overcome some of the challenges in adopting ITIL – the IT service management (ITSM) best practice framework – and its processes. These...
Who Has Adopted Which ITSM and ITIL Processes?

Who Has Adopted Which ITSM and ITIL Processes?

Hopefully by now the whole world and its dog have realized that ITIL is a. not a standard to be complied with and b. something that should be “adopted and adapted”...
Service Design

What Makes Service Design Successful?

Many companies introduce service design as a means to improve the suitability of IT services which make it to “live” for their customers and clients; but few consider what makes service...
Assessments in an Age of Digital Transformation

Assessments in an Age of Digital Transformation

Is it really the 25th anniversary of itSMF UK? This month we will be celebrating the anniversary at the 2016 itSMF UK Conference and as always it is one of the...
Intelligent disobedience

Constraint Space, Wiggle Room and Intelligent Disobedience

I’ve been writing and talking for the last year or so about something called intelligent disobedience – the empowerment of employees to make decisions based on the best available information rather...
eEght stand outs from the ITIL Practitioner Guidance publication

8 Things that Stand Out in the New ITIL Practitioner Guidance Book

It’s not often that I admit to being excited by a new ITIL publication (ITIL Practitioner) – the popular IT service management (ITSM) best practice framework, formerly known as the IT...

FEATURED ARTICLES

The Past and Future of IT Service Management

I’ve been involved in IT service management (ITSM) since the 1970’s, and I’ve seen many changes since then. Here’s my summary of where ITSM...