It’s that time  of year again when we look back and take stock of what we accomplished last year, and set our sights on the year ahead. Here’s to a year of excellence in IT Service Management.

A year of excellence

WingWalkerFor some of you, this year has been a wild ride! You’ve been tasked with leading the implementation of Service Management in your organization. Perhaps Change Management, or other processes.

I’ve heard from many of  you about your challenges, and I’m reminded again just where excellence comes from. The journey can be long and hard, and sometimes you hit the wall, but it’s people like you who bring excellence to your company.

ITSMTransition is here to provide resources as you pursue Excellence in IT Service Management. Some of this year’s most popular articles include:

What’s an ITIL CAB? A Simple Explanation

How to Implement Basic ITIL Change Management

The Difference Between Standard and Normal Changes in ITIL

I’ve also had the opportunity to do a number of BrightTALK webinars based on some popular articles. These webinars have been very popular and you may find them helpful in your efforts.

Getting Started: How to Implement Basic ITIL Request Fulfillment

Getting Started: How to Implement and Mature Basic ITILChange Management

The Real Value of Incident Management

Change, Release, and Configuration Management Panel Discussion (with Robert Falkowitz and Gerben vanKesteren)

The Future of IT: Maximizing Business Value with IT Service Management (with Tony Probert and Andy White)

The year ahead

This year is going to begin with a bang. I will be heading to Oslo to speak at the ITSMf Norway conference in March. It will be a great opportunity to meet some of you in person. I hope to see you there! Stay tuned for more details.

Starting in January, I’ll be doing a regular blog feature over at SysAid.  I hope you’ll stop by and see me over there as well.

I’m working on a new eBook “New Change Manager’s Survival Guide” that should be available mid June. If this is you, I’d love to hear from you about what you’d like to see included.

New Year’s resolutions

I read an article about planning for success, and the downside of positive thinking over at It’s a short read, and I recommend it, but the essence is basically this: You can have all the positive thinking in the world, but without a plan of action, you’re stuck in the wishful-thinking trap of inaction.

Likewise, Service Management often earns a bad reputation when we practitioners spend a lot of time talking about lofty, far-away goals.

The antidote?

A Service Management Action Plan. So, here’s my Service Management New Year’s Resolution:

  • Increase business value:
    • Have fewer, more-specific ITSM goals (specific)
    • Make them shorter term, and attainable (attainable, realistic)
    • Define them in terms of Business Value produced (measurable)
    • Deliver on those goals (time boxed)
  • Increase business relevence:
    • Spend more time listening to customers
    • Use less ITSM and IT specific language
    • Challenge IT obsticles that hamper business outcomes

Who’s with me?

Thanks for making ITSMTransition part of your action plan for excellence. I look forward to working with you in 2015.

Photo Credit: Capt’ Gorgeous via Compfight cc