Blogs that appear below are published on the Optimal Service Management web site.
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:
I have seen many blogs and social media posts predicting the end of ITIL, so I thought it might be helpful to share my thoughts on whether we should still be using it.
I really enjoyed the itSMF New Zealand conference, the format and content were as superb as the venue, read on to learn more...
The Theory of Constraints describes many logical tools. This blog shows how a Current Reality Tree can help you identify what you need to change to make improvements.
Configuration management can be very expensive and time consuming, and if you get it wrong it can deliver very little value. So make sure you really understand what your stakeholders need...