Blogs that appear below are published on the Optimal Service Management web site.
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™ 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?
Many IT organizations have heroes that save the day when they are in trouble, but is this really what they need?
Last week, AXELOS announced their new ITIL Practitioner qualification. Here are my thoughts on whether we need another ITIL exam.
There was a discussion of “major problem reviews” on the Facebook back2ITSM group last week. Lots of questions were asked, and the Facebook format really didn't allow me to explain my viewpoint...
Service level agreements (SLAs) should help to improve services, by making sure that both the service provider and their customer are very clear about responsibilities and expectations. Unfortunately, many SLAs have very poorly thought out targets, and these can often result in the service provider behaving in ways that are the exact opposite of what the customer wants.
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've 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.
At the Service Desk and IT support show, there was a panel discussion titled "Which framework is right for your business". I was pleasantly surprised by the sensible conclusions reached...
I often hear people who work in IT operations complain that DevOps is just about development. If we want DevOps to work for everyone then we shouldn’t wait to be invited to join in and complain when we aren’t. We should actively adopt ideas from DevOps into how we run IT operations and seek out our development colleagues to foster collaboration.
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.