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 …

Enabling Excellence in IT Service Management

I expect excellence in myself and others. Excellence is relative to my current ability; always striving for continual  improvement. Excellence is pushing the limit of my current ability, the undying belief that I can do great things, and unrelenting commitment to achieve it. ~ Greg Sanker I started ITSMTransition with one goal – to Enable …

Six Problem Management Myths Busted (and One Confirmed!)

Just because every now and then, you call an IT issue a “problem” and resolve it, does not mean you’re doing problem management! — Joe the IT Guy Problem Management Myths Joe the IT Guy recently wrote about Problem Management: No Problemo on his blog (I highly recommend stopping by. Great stuff). While writing What is …

What is Basic ITIL Problem Management?

When Devo unleashed their infamous “When a problem comes along, you must whip it”, they did more than coin an icon of 80’s pop music. Let’s move ahead with Basic ITIL Problem Management. The Problem with ‘Problem’ So, what exactly is a ‘Problem’ In ITIL, a Problem is the underlying cause of one or more …

The Real Value of ITIL Incident Management

The value of ITIL Incident Management is not restoring service. You heard me right. If you’re focusing on how quickly you resolve Incidents, you’re missing the point. Don’t believe me? Read to find the real value of Incident Management. Goal of Incident Management If you’ve been in IT for more than a few minutes, you’ve …

IT Transformation; Hitting ‘The Wall’

If you’ve been working on IT Service Management for some time, you’ve undoubtedly had times when you are just exhausted. Not sure you can take another step. Sound familiar? So much to do, so much opportunity; an endless uphill battle. And on top of that… …the regular job most of us in Service Management have …