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  • Dropping the “IT” from ITSM

    Dropping the “IT” from ITSM

    We’ve been saying it for years, “it’s time to drop the IT from ITSM” but it’s even more appropriate today than it was when I heard it ten years ago. I was recently asked to write an article on Enterprise Service Management (ESM) and while I was getting it started did some poking around on
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  • Honeywell Challenges the Technology Leaders of the Future

    Honeywell Challenges the Technology Leaders of the Future

    Honeywell Leadership Challenge, 2017 Honeywell is bringing 320 students from 45 countries and 27 U.S. states and territories to attend the Honeywell Leadership Challenge Academy this year. As part of this leadership program, Honeywell will host students for two consecutive, weeklong programs, in February and March this year, at the U.S. Space & Rocket Center
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  • A whole thing that just works is often better than perfect pieces

    A whole thing that just works is often better than perfect pieces

    Old isn’t always out of date Things have always changed, but for human society the rate of change over the past 40 years has been an exponential zoom into the unknown and the unpredicted. You would presume, therefore, that anything we learned more than a few years back is no longer valid. Of course that
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  • Rocket fuel, cake and customers.

    Rocket fuel, cake and customers.

    The other day I had a flashback.  Well actually, I had two You see, this past week my mobile carrier, Rogers Communications, suffered a major outage which knocked out all voice and text capability across its network.  The outage lasted for about 6 hours – a lifetime for the company’s 10 million affected customers. Unfortunately, access
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  • The Things We Forget When We Change (Part two)

    The Things We Forget When We Change (Part two)

    In my previous blog we talked about the top three change management initiatives we forget to leverage for business benefit. In this second part of the series we look at two further critical areas that are often forgotten. Identity Management Identity Management refers to the management, administration and control of individual access within an organization
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  • TFT13 – Dave Van Herpen – Practical examples of integrating Agile and ITSM

    TFT13 – Dave Van Herpen – Practical examples of integrating Agile and ITSM

    In ITSM & IT ops we tend to consider “the Agile movement” as a threat. Not as an opportunity. I will prove that this attitude is wrong. I have practical examples/cases where Agile techniques work smoothly in IT support and operations. They include Agile CSI, Kanban for handling “cases” (see IT Skeptic’s S+C), Planning Poker
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  • The SITSMas Miracle

    The SITSMas Miracle

    ITSM to the rescue! When we announced that the AllThings ITSM Global podcast team would not be able to get to SITS15 to record conversations with people from the ITSM community, the response was fast and overwhelming. So many people offered solutions and support to try to get us there, but in the end two
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  • ITSM – It’s All About Balance

    ITSM – It’s All About Balance

    Think Outcomes, not Frameworks and Methodologies When I see discussions on social media like “Will <framework A> work with <methodology B>?” I have to admit that it drives me a little bonkers. The answer is always “yes it will”. What the real question should be “how can I achieve the best outcomes from the use
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