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 
When did you last review your ITSM processes to see if they deliver the value you need? Maybe it’s time to think again and consider how you can develop capabilities that will help your customers to succeed.
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...
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.