Blogs that appear below are published on the Optimal Service Management web site.
All blogs published on this site are licenced under CC BY-SA 4.0 
What’s wrong with ITIL V3, and why do we need ITIL 4?
Many IT organizations think that defining a vision is too abstract, they don’t see the point, and they just want to get on with it. So they jump straight into the important work. The results are as predictable as they are sad. IT staff work very hard, but fail to arrive anywhere helpful, with results that are not nearly as good as they could have been.
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...
AI can add a lot of value to your IT service management (ITSM), but if you get it wrong you might make your services worse! Here are some suggestions for how to use AI to support ITSM
A new version of ITIL has been announced, here is my summary of what has changed, and more importantly what has not changed.
How to create simple definitions of risk appetite levels, and then assign these to each of your organization’s projects, services, business units or any other clearly identifiable part of your work.