Basic ITIL Request Fulfillment and Excellent Customer Service

Basic ITIL Request Fulfillment

Calls are not all created equal.  Read how Basic ITIL Request Fulfillment can help you  stop ‘taking tickets’ and start actively managing excellence in  customer service. Life is like a box of chocolates Every Service Desk analyst can tell you; Continue reading Basic ITIL Request Fulfillment and Excellent Customer Service

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 Continue reading Holding Still and The Illusion of IT Stability

Improving IT Service Delivery: CSI is NOT a Process

Thinking of CSI as a merely a process not only misses the point, it’s also hazardous to real improvement. CSI is NOT a process! CSI is Not a Process ITIL has a full book dedicated to Continual Service Improvement. CSI Continue reading Improving IT Service Delivery: CSI is NOT a Process

The Total Beginner’s Guide to becoming an ITSM Professional

If this headline caught your eye, you’re probably thinking about your role in ITIL and ITSM. With overwhelming global adoption, you’re smart to be thinking about it. This article is about  your development as an ITSM professional. The Accidental Tourist Continue reading The Total Beginner’s Guide to becoming an ITSM Professional

How Apple Reduces Time To Value (and what your IT can learn from them)

Apple has a reputation for the right products at the right time. What can IT learn from Apple about creating raving fans by reducing Time to Value? Christopher Meyer did a great piece on Apple’s Most Obvious Secret: Reducing Time Continue reading How Apple Reduces Time To Value (and what your IT can learn from them)

Confessions of an ITSM practitioner

If you’re  one of the countless ITSM practitioners who  work daily in organizations large and small, in countries around the world, listen up. You know how hard, lonely, and thankless  it can be. You have friends out there. I listened Continue reading Confessions of an ITSM practitioner

ITSM Frameworks: What you can Learn from Intel’s Adoption

As a technology powerhouse, Intel is in the perfect position to re-engineer their IT processes. Why then did they chose to adopt an ITSM framework? Intel CIO Kim Stevenson recently said that Business Executives need to have Higher Expectations of Continue reading ITSM Frameworks: What you can Learn from Intel’s Adoption

Why I don’t Care ITIL Has Been Sold (and you shouldn’t either)

The IT Service Management world was rocked by the sale of ITIL to Axelos. What does it mean to me? Does it matter? Why I don’t care and you shouldn’t either   A Funny Thing Happened with ITIL on the Continue reading Why I don’t Care ITIL Has Been Sold (and you shouldn’t either)

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) Continue reading ITIL – 3 Ways to Overcome Not Invented Here Syndrome