Stuart Rance writes many blogs and white papers that are published on a variety of sites, you can find a regularly updated list of all of these in Stuart Rance blogs

Blogs that appear below are published on the Optimal Service Management web site.

2016 04 26 How to create a team of real IT heroes

26

April

How to create a team of real IT heroes

I have spoken to lots of people about the issues we have with IT heroes, who save the day at the last possible moment, leaving a trail of devastation for others to clear up. This blog discusses what a true, modern IT hero would look like?

Padlock Image

17

March

Information Security and Encryption - an Overview

It’s not possible to make good decisions about the security controls you need on a purely technical basis. but there are some controls that nearly all of us need, and one of the most important of these is encryption...

2016 02 22 Good cyber resilience needs collaboration

22

February

Good cyber resilience needs collaboration

I attended the inaugural meeting of the Global Forum to Advance Cyber Resilience last week. It was interesting to see that people from public and private sectors, and people from large and small organizations, all face the same cyber resilience challenges - and all need to collaborate...

2016 01 26 The importance of good communication IMAGE

8

February

The importance of good communication

I learned about the importance of good communication a long time before I became an ITSM consultant, but the lessons have stayed with me ever since...

2015 12 30 5 Tips to Improve Security of Your Home Computers IMAGE

11

January

5 Tips to Improve Security of Your Home Computers

Here are a few simple things you should do if you want to keep your home computer, and your personal information, safe.

2015 12 15 Applications are not IT services IMAGE

16

December

Applications are not IT services

If you think that applications are IT services, then it is likely that your customers won’t see the value that IT brings to the business. If on the other hand you think of IT services in terms of the business processes that you are supporting, you will find it much easier to focus on creating value for your customers...

2015 10 19 What do we mean by adopt and adapt IMAGE2

12

November

What do we mean by adopt and adapt? Part Two

After you decide to adopt a process from ITIL® you can't just copy what the book says. You need to adapt the process to make it work in the context of your organization...

Small Kitten

20

October

What do we mean by adopt and adapt? Part One

I suspect that every ITIL® training course uses the phrase “adopt and adapt” at some stage, but sadly I see very little understanding of what this phrase means. This lack of understanding often results in people trying to use the ideas from ITIL publications in a very bureaucratic way, imposing them indiscriminately and without due regard to the business context.

2015 08 24 IT change management doesnt always need a CAB IMAGE

24

August

IT change management doesn’t always need a CAB

When did you last review how you allocate change authorities? If you have regular CAB meetings that discuss large numbers of changes then you're almost certainly doing something wrong.

RESILIA Cover

24

July

Managing cyber resilience with RESILIA

RESILIA™ Cyber Resilience Best Practice was launched in June 2015.  What is it and how is it different from all the other publications out there that tell you how to manage information security?

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Recent Posts

  • SDI metrics and measurement
    How well does your service desk communicate?

    I delivered a presentation on Metrics and measurement at the Service Desk Institute conference in the UK. To my surprise, the most lively discussion topics were more about how well the service desk communicates with end users, than about metrics.

  • 2018 01 02 Incident Management Isnt Just For IT Image
    Incident Management Isn’t Just For IT

    If you define an incident as "... interruption to an IT service..." then you're not really focussing on customers. One of my clients has a much more business-focussed definition, and this drives completely different behaviours...

  • 2017 11 28 Managing IT is just like running a barbershop IMAGE
    Managing IT is just like running a barbershop

    Delivering services isn’t something that is unique to IT. We know good service when we receive it, and so do our customers. If you focus on service levels and processes your customers will never see you as more than an internal cost centre; if you focus on outcomes and customer experience instead then you can become a valued partner.

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