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 to Value. Apple has built a corporate culture around customer value. It’s not how quickly …
Category: ITSM
Help! I’ve been asked to Implement Change Management. What do I do?
Your boss says he wants you to implement IT Change Management. Google it (which is probably why you’re reading this now) and you get countless pages of mind numbing details. What do I do? Where do I even start? Where to Start with IT Change Management First of all, don’t panic. You’re in the right …
How IT Change Management Improves Incident Management
IT Change Management is usually thought of as a back office function that minimizes the chances of screwing things up while making changes. When done right, it does a lot more. Read how IT Change Management improves Incident Management. Added Value of Change Management In How to Implement Basic IT Change Management I talked about …
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 to Mark Kawasaki’s presentation at this week’s Tomorrow’s Future Today 2013 conference. The guy shows …
IT Change Management: Going Faster with Good Brakes.
With business moving at the speed of light, IT must match pace with implementing IT Changes. What can IT Change Management learn about going fast from the world of auto racing? On Going Fast… Race cars are designed to go fast, right? Every ounce of a race car is carefully engineered for maximum performance. Driver …
What’s an ITSM CAB? A Simple Explanation
The Change Advisory Board (CAB) is arguably the most widely known ITSM activity. It’s also widely misunderstood. Here’s the quick lowdown on CAB. What is CAB? CAB – known formally as the Change Advisory Board, is a group of people who are tasked with evaluating changes to the IT environment. It can be as simple …
Five lessons learned implementing IT Change Management
Here are my top 5 lessons learned implementing IT Change Management that will save you endless heartache. Having recently implemented a Basic IT Change Management Process, I’m sometimes asked about lessons learned implementing IT Change Management. – What would I do differently. Lots. Here’s the top 5, in no particular order: 1. Communicate, Communicate, Communicate …
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 IT. She also credits their Service Management program with “…lean out our process, and minimize …
How to Mature a Basic IT Change Management Process
Implementing Basic IT 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 IT Change Management Process I described earlier helps get control of what’s happening in your …
How to Select a Great Service Management Trainer
You know selecting the right trainer is important, but how do you sort through the hype and get the best fit? Here’s 7 sure fire ways to pick a Great Trainer! The training Market While not all trainers are equal, the courses they teach pretty much are. All accredited courses are required to meet certain …
Why ITSM 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 …
ITSM 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 ITSM process! If you find yourself muttering colorful metaphors when you’d rather be doing ITSM process work, this article is for you. Analysis Paralysis I hear a lot of discussion when it comes to …
How to Implement Basic IT Change Management
Implementing IT Change Management doesn’t need to be as overwhelming as it may it seem at first glance. In this article, I’ll show how to begin a basic IT Change Management program, especially for organizations with little or no other formal processes in place Where to Begin 1. Start small and keep it simple Identify …
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 …
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 …
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 …