Greg Sanker is a 24 year veteran of Hewlett-Packard, where he served in various Information Technology roles, including Network Operations Manager. He currently manages the Service Management Office for the Oregon Department of Revenue

How to Mature a Basic ITIL Change Management Process

Implementing Basic ITIL Change Management is a great place to start, but eventually you’ll need a more business-value focused process. In this article I’ll tell you how to  take the next step in maturing your Change Management program. The Basic ITIL Change Management Process I described earlier helps get control of what’s happening in your …

How to Select a Great ITIL Trainer

You know selecting the right ITIL trainer is important, but how do you sort through the hype and get the best fit? Here’s 8 sure fire ways to pick a Great ITIL Trainer! The training Market While not all ITIL trainers are equal, the courses they teach pretty much are. All the official ITIL courses …

Why ITIL success demands Ownership

Does lack of clear Ownership leave your organization spending a lot of time trying to determine  who makes decisions? Do they suffer from decision deja vu, again and again?  Ownership is prominent in the Service Management frameworks. I’ll tell you why. Ownership In  IT Value is Created  Horizontally,  I talked about horizontal vs vertical mindset …

ITIL Rapid Process Implementation: CSI is a Verb!

I’d rather drop a bowling ball on my tongue than endure another marathon meeting about the target maturity level of an ITIL process! If you find yourself muttering colorful metaphors when you’d rather be doing ITIL process work, this article is for you. Analysis Paralysis I hear a lot of discussion when it comes to …

How to Implement Basic ITIL Change Management

How to Implement Basic ITIL Change Management Implementing ITIL Change Management doesn’t need to be as overwhelming as  the ITIL books can make it seem.  In this article, I’ll show how to begin a basic Change Management program, especially for  organizations with little or no other ITIL processes in place Where to Begin 1. Start …

IT Change Management: Trouble In River City?

Is there really anything wrong with “un-managed” changes? Or is Change Management a contrived problem trumped up by ITIL zealots to sell training and consulting? My daughter is playing Marian the Librarian in her high school’s production of The Music Man. “Professor” Harold Hill comes to River City to scam the locals into buying instruments …

IT Service Management: Building Accountability in Public Sector

Building Ownership and Accountability are critical to successful IT Service Management, however building these in public sector organizations presents unique challenges.  Here are 10 ways to build accountability in the public sector. I’ve spent more than 20 years at a major high tech company, and now nearly 4 years at a public agency. It’s not …

ITIL – 3 Ways to Overcome Not Invented Here Syndrome

ITIL and Not Invented Here Syndrome IT people have an inborn desire to innovate and find creative solutions to problems. It’s no surprise, then,  that they also have a healthy disdain for someone else’s ‘Best Practices’.  Understand Not-Invented-Here Syndrome (NIH) response to ITIL, and you have a strategic advantage for success! Lay down a good …

IT Value is Created Horizontally

Successful IT Service Management is a different way of thinking, not just a different way of doing. We’ve heard for years about IT silos, and that they’re good and bad…. but mostly bad. “Throwing things over the wall”, “Network is fine, must be an application problem”, “those darn Service Desk folks can’t fix anything”. Been …

ITIL Island: How to get the most out of ITIL Training

ITIL Island – that mythical place we love to visit. If you’ve ever taken an ITIL class, you’ve most likely experienced ‘ITIL Island’. ITIL island is a great place to be. A place where CIOs are always wanting more ITIL and asking you for your expert advice on implementing and improving ITIL processes. One of …

Two surprising things to build credibility for your Service Management Program

When your Service Management program faces opposition, credibility makes all the difference between success and failure. So, here you have it; The blunt truth your mother didn’t tell  you about success in the world of IT Service Management: SFU Yep – Shut the Freak Up. Best advice I ever got. Yeah, I know you’re suppose …

The Value of Values in IT Transformation, Part 2

Knowing your core values are critical to IT Transformation. I was faced with a hard question – why, exactly do I believe in implementing Service Management? Why change what’s working? Why do “this ITIL thing”? Why should staff give up something they’re good at in pursuit of something where they’re not sure they have a …

The Value of Values in IT Transformation, Part 1

Transformation is hard; transformation without knowing your values is impossible. Implementing Service Management demands changing behaviours and cultures, and that is never easy. It’s not enough to want to change, or even to know where we’re going. Too often we start with What needs to change, but people need to know Why. I came across …

What to do when your IT “goes all ITIL”

Help! My IT has gone all ITIL on me! What do I do now? You knew it was coming.  It’s how it goes with these things. You ask IT to focus a little more on the business. An innocent request in itself. We’re all under pressure, and all you wanted was more focus on the …

IT Service Managment: It’s all about value to the business

ITIL is designed to maximize business value, so why is it so often viewed as a process-improvement effort? IT Service Management can be polarizing, almost a religious experience –  it’s many things to many people; understood by few, misunderstood by most, and ultimately, is just kind of annoying to everyone else. I remember going to …