Service Integration and Management working together.

Why 2017 is the Year that SIAM Gets Serious

Service integration and management (SIAM) is a management approach that has evolved over the last decade and is now rapidly growing in popularity. But what is it? How can you benefit...
The Road of SIAM

Navigating the Road to SIAM

At this year’s annual Service Manager Day I’ll be presenting a session on “The Road to SIAM.” Based on my experience implementing Service Integration and Management (SIAM) in different industries, I’ll...
Future of ITSM

Are you ready for the future of ITSM?

When I started my service management career, ITIL version 2 was king and we didn’t really question ‘how’ we did service management. The companies I was working with were busy trying...
Incident Management vs. Problem Management

ITSM 101: Incident Management vs. Problem Management  

So here’s the thing. ITIL has been around since the late 1980s. We’re currently on version three (v3), with a cheeky refresh in 2011. There’s books, courses, and blog posts galore...
ITSM Influencers

In ITSM, Where Do the Good Ideas Come From?

I recently saw a tweet that took me to Onalytica’s list of the “Top 100 influencers and brands for IT service management (ITSM).” It is, of course, always nicer to be...
11 Tips for Keeping Up with IT and Business Change

11 Tips for Keeping Up with IT and Business Change

There’s no doubt that the pace of IT and business change is continuing to quicken, with the ability of many IT organizations to keep up questionable. Is the issue the inability...
Facilitating Organizational Change in IT

11 Tips for Facilitating Organizational Change in IT

Eliciting or facilitating organizational change can be very difficult. Whether it be the adoption of DevOps or replacing your existing IT service management (ITSM) tool, getting management and then employee buy-in...
Service Management Practitioner

Are service management practitioners willing to change?

Way back in September 2012 I wrote an article about DevOps for Service Talk, the journal of itSMF UK. It was meant to be a wakeup call to my fellow IT...
DevOps and the Critical Questions

DevOps and the Critical Questions

My presentation at the upcoming itSMF UK conference is the latest iteration of my “Kill DevOps” talk. I presented the first version in 2014 in Beijing and have probably gone through...
7 Books Every ITSM Practitioner Should Read

7 Books Every ITSM Practitioner Should Read

When you made the decision to become an IT service management (ITSM) practitioner, in my opinion you also made the decision to be a leader in your organization. Now, you may...

FEATURED ARTICLES

Are you ready for the future of ITSM?

When I started my service management career, ITIL version 2 was king and we didn’t really question ‘how’ we did service management. The companies...