Blogs that appear below are published on the Optimal Service Management web site.
2014 was the first full year that I’ve worked as an independent consultant, trainer and author, and it’s been a very busy year...
Here's a list of all the blogs and white papers I have published since the end of 2013, so you can find articles that you might be looking for.
I was involved in a discussion about ITSM assessments on Twitter recently. It all started with a discussion about the value of an ITSM self-assessment, but I coudn't get my thoughts into 140 characters, so I decided to write this blog instead.
I’ve been hearing a lot about DevOps lately, but it always seems to be about Internet startups. Here are some thoughts on how the rest of us can get value from DevOps ideas.
When we think about IT service management (ITSM) processes, we usually think about how we can standardise everything we do, to ensure that we use our resources efficiently and that everyone does everything that is needed. Maybe there's a better way...
In a previous blog I wrote about how to use an assessment to identify improvement opportunities and populate a CSI register. This month I look at other ways you can identify improvement opportunities, and how you should manage the CSI register...
Many organizations waste their training budget by sending people on the wrong courses, with the wrong motivation and follow up. Here are some things you should think about before you send your staff on a training course.
If you’re running IT services then you need a management system, and you need to constantly monitor and review everything you do so that your management system keeps improving. The alternative to continual improvement is stagnation, or worse. If your competitors keep improving and you stand still then you will rapidly find yourself falling behind.
How can you find an ITSM consultant that will provide specific, actionable advice that is appropriate for your organization? If you're lucky then you may be able to rely on recommendations from people you trust, but what if that isn't working for you?
There are many good reasons why you should attend the Service Desk and IT Support Show in London on 29th and 30th April. Here are just a few of them:
Do you think about the outcomes you're trying to achieve with all of your processes? Or do you just try to make the processes work better? Many IT organizations continue to run the same ITSM practices long after they have become outdated, but there is a better way to work...
If you are responsible for security try to be like Goldilocks. Not too much security, not too little, but just right.
I have often written about the need to offer access to knowledge and information in a variety of different formats, so I’m grateful to the people running these ITSM events for making video recordings available for sharing.