• IoT and ITSM – How can Service Management Benefit?

    IoT and ITSM – How can Service Management Benefit?

    Bots, buttons and gizmos galore (thingamabobs, I’ve got plenty) IoT and Internet bots continue to gather steam, with organizations investing heavily in new technology, yet this area doesn’t yet seem to be taking IT service managers by storm and is only minimally beginning to come into the service portal space. I recently asked who’s using
    Read More…

  • Giving the Benefit of Hanlon’s Razor

    Giving the Benefit of Hanlon’s Razor

    There’s usually a good reason for things to be the way they are The first reaction when something goes wrong is often to cry: “look at what those idiots did!”. When British Airways experienced their recent power outage, everyone rushed to bike-shed what they had done wrong. Was it cost-cutting, was it out-sourcing and off-shoring,
    Read More…

  • ITSM implementation in 4 (apparently) Difficult Steps

    ITSM implementation in 4 (apparently) Difficult Steps

    So many ITSM initiatives are exercises in “fire-aim-ready”. And it is for that very reason that so many ITSM implementations fail to achieve their potential. With too much focus on implementing a tool and turning on the so-called “out-of-the-box” processes, little thought is given to the business drivers for an ITSM implementation.  Not much time
    Read More…

  • Behavior in Motion –  Sustaining Change

    Behavior in Motion – Sustaining Change

    A recent discussion with a few names you might recognize if you are in the ITSM space started with whether DevOps was sustainable after the consultants went home. Some time ago it occurred to me that Newton’s Laws of Motion seem to apply pretty well to human behavior, so I ventured the following: “Actually, I
    Read More…

  • It’s ITSM Jim, But Not as We Know it

    It’s ITSM Jim, But Not as We Know it

    A great event Last month I had the pleasure of being involved in the itSMF New Zealand annual conference. The event was a great success, at least from a content viewpoint, although financially, it is quite likely that the numbers will tell a different story. There were a host of outstanding speakers, both local and
    Read More…

  • IT and the Business – A Worrying State of Affairs

    IT and the Business – A Worrying State of Affairs

    I recently made a 3-week whirlwind tour to a number of destinations (Germany, Bratislava, UK (London & Manchester), Poland, Mexico, Norway and the Netherlands, reaching out to around 650 people from different organizations. As Akshay Anand from Axelos commented, quoting a film title ‘It’s Tuesday it must be Belgium’ such was the feeling I had
    Read More…

  • Finding Excellence: Looking at Problem Management

    Finding Excellence: Looking at Problem Management

    This is the second part of a two-part blog series. The first instalment looked at Change Management. Unlike change management, a solid problem management process is a solution rather than a cause, mainly because it addresses issues after the fact. As you look at problem management, you’re looking at several factors: the ability to determine
    Read More…

  • Finding Excellence: Looking at Change Management

    Finding Excellence: Looking at Change Management

    Implementing and benefiting from service management processes is most definitely a marathon, not a sprint, with value to be gained along the way. In my travels as a consultant, I see varied levels of maturity and struggles faced by organizations. We all continue to look for high availability and outage-free days. But, in some organizations,
    Read More…