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 
Do you ever send emails with attachments or links to your staff or customers? Make sure you're not training people to be phished.
Last week, AXELOS announced their new ITIL Practitioner qualification. Here are my thoughts on whether we need another ITIL exam.
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.
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.