Blog

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.

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 …

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 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.

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

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 …

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 …