Year: 2014

Best Practices Don’t Make you Excellent!

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 “Best practices can only make you average. They stifle creativity and encourage ‘inside the box’ thinking.” I hear this all the time. But the truth is, best practices are what makes excellence possible, and I’ll tell you why.

ITSM Blogs You Should be Reading

ITSM Blogs Pin it

Looking for some great ITSM blogs? Look no further. Here’s a truckload of great resources you should be reading!

What’s a RACI Chart and how do I use it?

Basic RACI Chart Pin it

Misunderstandings make for good TV entertainment, but in ITSM, it’s not so funny. A RACI chart is a quick and easy way to create clarity. I have no clue who first created the RACI chart, but like most common sense, it likely was born out of necessity. I picture a  struggling team trying to figure …


ITIL Teamwork OneTeam Pin it

Earth to IT: we don’t care about your stupid internal bickering and blame games. We expect you to work together to help us solve our business problems. Your customers are under pressure to deliver results, and they don’t have patience for silos and tribalism. If you have a silo’d IT culture ~ it’s time to grow …

The Practitioner’s Dilemma: How to Adapt ITIL

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Trying to implement ITIL processes “by the book” is destined to fail. Practitioners must adapt best practices to meet the organization’s unique challenges. The Practitioner’s Dilemma Many newly trained and highly motivated folks head back to the office intent on trying to implement ITIL processes. Makes sense, right? But I’ve seen a wake of disaster …

Why ITIL Doesn’t Work in the Real World

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Feeling like the lone ITIL prophet, without honor in your home town? Knowing how much IT Service Management can help, but feeling it will never happen because of the huge gap between ‘here’ and ‘there’? Been there. Why IT’IL never work You’ve been to ITIL training. You know how it’s supposed to work. But there’s …

The surprising bonus value of ITIL CAB

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CAB is arguably the most widely adopted ITIL® process, but its value goes far beyond Change Management. CAB rallies people  around a common cause; the perfect antidote for silos and fragmented service delivery. Didn’t see that one coming In What is an ITIL CAB: A Simple Explanation I talk about CAB evaluating changes for business …

Basic ITIL Request Fulfillment and Excellent Customer Service

Basic ITIL Request Fulfillment Pin it

Calls are not all created equal.  Read how Basic ITIL Request Fulfillment can help you  stop ‘taking tickets’ and start actively managing excellence in  customer service. Life is like a box of chocolates Every Service Desk analyst can tell you; answering the phone is a bit like the box-of-chocolate effect – you can get a …

The Difference Between Standard and Normal Changes in ITIL

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Often times people confuse ‘Standard’ and ‘Normal’ Change in IT Change Management. There’s an important concept that gets missed when they’re mixed up. This article will help you keep them straight.  Scope of Change Management First things first. Change Management is a control process. In addition to its widely understood role of evaluating changes for …

IT Improvement: Let’s Get This Party Started!

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 In IT, there are times for incremental improvements and other times when you just gotta start a revolution. At the 2012 Summer Olympics, the difference between the podium and obscurity in men’s high jump was a mere 10 centimeters. Dating back to the late 1800’s, high jump has been dominated by two major techniques: scissors …

Holding Still and The Illusion of IT Stability

Keeping your IT infrastructure stable while making necessary changes feels a bit like walking a tightrope without a net. A near-impossible feat requiring nimble balance The art of Tightrope Walking Nik Wallenda recently walked a tightrope over a quarter mile chasm near the Grand Canyon on live television  He did it with no safety harness; …

How to Implement Basic ITIL® Problem Management

If you’re in IT, fixing the same issues again and again may not mean you’re insane, but it’s definitely driving your customers crazy! Stop the Insanity with Problem Management! Most organizations start looking at formal Problem Management when there’s a highly visible problem that they just can’t seem to fix. Customers are frustrated and complaining. …

What is a Service in ITIL?

Looking for a working definition of an ITIL Service? Is it Customer Service, or something more? Read on for a straight-forward explanation. Maybe it’s just me, but I’ve seen a lot of “Service Management” discussions lately where it’s clear those talking don’t share the same understanding of “service”. Unfortunately, it’s more than simple semantics. Service …