Stuart Rance blogs

This page last updated on 16th Jan 2016

blog

I have written quite a few blogs and white papers since I started Optimal Service Management at the end of 2013. Some of these blogs are on this web site, but many of them are on other sites, so I thought it would be good to provide a list so you can find any that you might be searching for.

They are listed in date order, with the most recent at the top. Most of these are freely available but there are a couple where you need to register to download some or all of the article, these are indicated with an R in the right hand column.

I'll update this article when I post new blogs, so you can come back to see what I've been writing any time you get the urge.

  Publication Date  

 

Title 

 

12-Jan-2016

 

Service Desk Improvement: Part 2

 

06-Jan-2017

 

Service Desk Improvement: Part 1

 

03-Jan-2017

 

Back to ITSM Basics: Start Where You Are

 

14-Dec-2016

 

Your metrics are not your goals

 

13-Dec-2016

 

How to Meet Customer Expectations

 

01-Dec-2016

 

ITIL Practitioner and the Three Ways of DevOps

 

24-Nov-2016

 

The customer is NOT always right

 

16-Nov-2016

 

Why an IT Hero Culture is Bad for Customers

 

01-Nov-2016

 

Defining Metrics for a Help Desk

 

17-Oct-2016

 

Don't train your customers to be phishing victims

 

22-Sep-2016

 

The past and future of IT service management

 

13-Sep-2016

 

Security Theatre Doesn’t Make You Any Safer

 

6-Sep-2016

 

Supplier Management Is More than Just Negotiating Contracts

 

24-Aug-2016

 

The Power of Communities

 

2-Aug-2016

 

Do You Know When to Break the Rules?

 

1-Aug-2016

 

How does 'Focus on Value' relate to the rest of the ITIL Practitioner Guidance?

 

29-Jul-2016

 

ITIL Practitioner - Focus on Value

 

26-Jul-2016

 

Using Kanban boards to support IT operations

 

29-Jun-2016

 

The 3 ways aren't just for DevOps

 

28-Jun-2016

 

Are You Pedalling Furiously but Getting Nowhere Fast?

 

08-Jun-2016

 

Get Back to ITSM Basics (multiple documents)

R

31-May-2016

 

Please, Don't Just "Do" DevOps!

 

25-May-2016

 

Antifragile: Fail often, detect quickly, recover fast

 

27-Apr-2016

 

What value are you creating from your IT job?

 

26-Apr-2016

 

How to create a team of real IT heroes

 

22-Mar-2016

 

What’s Wrong with IT Service Management Maturity Assessments?

 

17-Mar-2016

 

Information Security and Encryption

 

24-Feb-2016

 

Who Is Your Customer?

 

22-Feb-2016

 

Good cyber resilience needs collaboration

 

09-Feb-2016

 

The importance of good communication

 

26-Jan-2016

 

How You Can and Should Manage Availability of IT Services

 

11-Jan-2016

 

5 Tips to Improve Security of Your Home Computers

 

29-Dec-2015

 

5 New Year's Resolutions for ITSM Practitioners

 

16-Dec-2015

 

Applications are not IT services

 

24-Nov-2015

 

Work on a Service Desk? Say What You’ll Do, then Do What You Said

 

12-Nov-2015

 

What do we mean by adopt and adapt? Part Two

 

21-Oct-2015

 

Come to FUSION 15 and Learn about ITSM

 

20-Oct-2015

 

What do we mean by adopt and adapt? Part One

 

08-Oct-2015

 

5 Reasons the Service Desk Should Care About Information Security

 

22-Sep-2015

 

Protect your organization from insider threats

 

2-Sep-2015

 

Self-Service Webinar Q and A

 

27-Aug-2015

 

RESILIA™ Cyber Resilience Best Practices – in 3 minutes

 

24-Aug-2015

 

IT change management doesn't always need a CAB

 

19-Aug-2015

 

Protect your organization from ransomware

 

10-Aug-2015

 

Protect your organization from advanced persistent threats

 

4-Aug-2015

 

IT Managers Need a Vacation Too

 

24-Jul-2015

 

Managing cyber resilience with RESILIA

 

20-Jul-2015

 

Practical Tips for Self-Service Success

 

9-Jul-2015

 

Keep it running or fix it quick?

 

2-Jul-2015

 

5 Tips to help you improve problem management (PDF)

 

1-Jul-2015

 

Cyber resilience and ITSM - working together to secure information

R

16-Jun-2015

 

Using Theory of Constraints to Help Continual Service Improvement

 

5-May-2015

 

What is ITIL?

 

17-Apr-2015

 

Unhappy is the land that needs a hero...

 

13-Apr-2015

 

That's not a service catalogue! - Part Two

 

31-Mar-2015

 

Improving Categorizing Incidents

 

29-Mar-2015

 

That's not a service catalogue! - Part one

 

24-Mar-2015

 

ITSM or ITIL? That Isn’t the Question

 

18-Mar-2015

 

Do we need ITIL® practitioners?

 

18-Mar-2015

 

We Don't Do People

 

15-Feb-2015

 

Why do you need to carry out major problem reviews?

 

3-Feb-2015

 

Defining Metrics for the Service Desk

 

2-Feb-2015

 

What behaviour do your SLA targets encourage?

 

13-Jan-2015

 

15 ITSM Tips for 2015 - Part 2

-

6 Jan 2015

 

15 ITSM Tips for 2015 - Part 1

 

28-Dec-2014

 

2014 - a year of consulting, training, writing and presenting

 

25-Nov-2014

 

ITIL or COBIT or something else? Which should organizations choose?

 

25-Nov-2014

 

Whose Fault Was It?

 

10-Nov-2014

 

Cyber Resilience: Bridging the Business and Technology Divide

R

10-Nov-2014

 

The Help You Need to Adopt Continual Service Improvement

R

07-Nov-2014

 

Do you need an ITSM assessment?

 

21-Oct-2014

 

How to Make Sure Your KPIs Are Balanced

 

07-Oct-2014

 

DevOps isn’t only for startups

 

24-Sep-2014

 

Do you really need all those cumbersome processes?

 

23-Sep-2014

 

Defining Metrics for Incident Management

 

29-Aug-2014

 

Managing a continual service improvement register

 

25-Aug-2014

 

Don’t hide your service desk away

 

19-Aug-2014

 

How Long Should an ITSM Project Take?

 

24-Jul-2014

 

Most training is a waste of money

 

23-Jul-2014

 

Knowledge Management Is Not Just About Document Repositories

 

02-Jul-2014

 

When did you last review your management system?

 

24-Jun-2014

 

A Guide to Problem Management Metrics

 

20-May-2014

 

What’s the Point of Configuration Management?

 

09-May-2014

 

How do you choose an ITSM consultant?

 

28-Apr-2014

 

Defining Metrics for Change Management

 

21-Apr-2014

 

Are you coming to SITS14?

 

10-Apr-2014

 

Do we still need ITIL?

 

26-Mar-2014

 

What Is Change Management For?

 

10-Mar-2014

 

Excellent service doesn’t have to cost more

 

25-Feb-2014

 

Continual Service Improvement (CSI) - The Most Important Service Management Process

 

30-Jan-2014

 

The Adaptive Service Model

 

30-Jan-2014

 

Why You Should Stop Doing Problem Management

 

 

Picture credit Christian Schnettelker

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