Ever see a “low risk” change cause major issues? “We’ve done it before and never had any problems” doesn’t cut it in the aftermath of a business-impacting incident caused by a “low risk change”. Let’s be clear – all IT changes have risk. Some more than others. Effective Change Management ensures change risks are analyzed …
Killing CAB, Part 3: Change Models
In this third and final installment in the Killing CAB series, I’ll be talking about Change Models – perhaps the most widely overlooked method of streamlining IT Change Management. It’s only a model (If you landed here, consider going to the first article in the Killing CAB series.) Many IT people hate ‘traditional IT Change Management’ …
Killing CAB, Part 2: Delegated Change Authority
What if I told you there’s a way to effectively manage changes without CAB reviewing each one? Would you be interested? Yeah, you and everyone else in the IT world.
Technical Debt: The real cost of deferred maintenance
Forgone IT maintenance comes at a cost. For most companies, it’s a never ending battle. Here’s five tips for getting out of technical debt.
Who’s doing ITIL?
Ever wondered who’s ‘doing ITIL’? Who has a successful ITSM program leveraging the ITIL framework guidance? ITIL in the real world A while back I started a list of “who’s doing ITIL“. My intent was to create a resource that could be used by ITSM practitioners to help in their case for ITIL. Sometimes skeptical …
Are 80% of all IT Incidents Change-Related?
Everyone’s heard that IT causes the majority of incidents when changes go wrong, but is it really true? Are 80% of all incidents change-related?
IT Change Management or Blame Management
Far too often the first question when changes go bad is “did it go to CAB”. The question is not only the wrong one, but reveals some poor thinking behind the question.
Getting started with a basic service catalog
Knowing you need a service catalog and getting your organization to have one are two very different things. Here’s some practical advice for getting started with a basic service catalog (even if you don’t have a full ITSM program!)
Killing CAB, Part I: Standard Changes
Hate CAB? You’re in good company if you do. I’ve never met someone who actually likes coming to CAB. What I come across far more often is people who hate ‘CAB’, and would rather do just about anything to avoid it.
Fusion 15: Five Simple Ways to Make the Most of the Premier Conference
Fusion 15 is the premier ITSM conference – Part HDI conference, part ITSM conference, and new this year, DevOps Fusion. So much opportunity; so little time. Without a plan it’s easy to miss out on something important!.
A Lesson Hard Learned: Hiding Behind A Service Level Agreement
But there is no joy in Mudville- mighty Casey has struck out. Ernest Lawrance Thayer penned those infamous words to describe the shocking strikeout of the odds-on favorite of The Mudville Nine.
Five things that should be on every CAB agenda
What are we supposed to talk about at CAB? What should be on the CAB agenda?
IT Strategic Vision: The Land of Unicorns and Rainbows
What do unicorns and rainbows have to do with IT Strategic Vision and Service Management? It’s an interesting tale, and if you read on, I’ll make it worth your while. Trust me.
New ITIL Practitioner Qualification: Should I care?
In case you missed it, a new ITIL® qualification was announced March 13th. It’s goal is to equip practitioners with the knowledge and skills needed to successfully “adapt and adopt” ITIL in the real world. The question is: What’s it mean to me; should I care? In Why I don’t Care ITIL Has Been Sold …
A Year of Excellence in IT Serrvice Management
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.
Best Practices Don’t Make you Excellent!
“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
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?
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 …
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
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 …