Masterclass – ITIL 4 in Action Simulation
This simulation is a powerful way to stimulate a new way of thinking within the IT Organisation. It helps employees better understand how to improve their own way of working from where they are now (traditional Service Management) towards a more Agile Service Management approach.
ITIL 4 – The Differences, Content, and Value
It’s been more than ten years since the last major re-write of ITIL, and in that time our world and the worlds of IT service management (ITSM) have changed massively. […]
Are We Still Relevant to You?
As part of the founding itSMF UK group, I attended the first UK Conference in Stratford 27 years ago as Managing Director of the UK start-up Pink Elephant. Very exciting […]
10 Tips for a Better Service Catalogue
“Service Catalogue” is an interesting term in that it can be interpreted, and used, in a number of different ways. It’s also a key area of IT service management (ITSM) […]
10 Tips for Problem Management Success
Problem management is often seen as the ITSM/ITIL ‘game-changer’ process that never gets done – or at least done properly. It’s rare to see it working well and this can […]
Service Integration and Management (SIAM) – How Does It All Work?
In this blog Barclay Rae takes a looks at what SIAM is, how to approach it, and provides advice for getting started across strategy, design, tooling, reporting, service level agreements. Plus five important things to remember when it comes to SIAM implementation.
An ITSM Challenge – Will You Accept It?
I am an American now living in the UK. I have led a life of COBIT but in the UK you need to adopt and adapt so ITIL became my […]
Looking Forward and Working Together – ITSM in 2018
Two weeks ago, we held our annual itSMF UK conference (ITSM17) and it was a cracker. Delegates gave us fantastic feedback, sponsors and exhibitors loved the buzz, and even those […]
There’s a Shift Needed in ITSM
This is the most exciting time EVER to be in IT….but are we up to IT!?’ was the theme of my session at the annual itSMF UK conference – ITSM17 […]
Why Key Risk Indicators Trump KPIs for Problem Management?
When conversations turn to measurements, key process indicators (KPIs) always get raised as a mandatory requirement for anyone running a process. KPIs really are a “must have” if you want […]
Has The Core Concern of ITSM Changed in 20 Years?
Do I need to tell you again? That was a favourite phrase of my mother’s and a sure clue I had forgotten to do something, usually something she’d already told […]
What an MBA Can Teach You About Improving ITSM Practice
Studying for an MBA is particularly hard if you try to do it alongside a full-time job. Mine took six years to complete (I took a two year break in […]
