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  • "Control" Offensive? I'm throwing the flag
    There’s been a great deal of discussion recently about the phrase “Change Control” – especially  with ITIL4 switching from Change Management to Change Control in the initial release of the…
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  • A Lesson Hard Learned: Hiding Behind A Service Level Agreement
    But there is no joy in Mudville- mighty Casey has struck out. Ernest Lawrance Thayer penned those infamous words to describe the shocking strikeout of the odds-on favorite of The…
  • IT Service ManagementA Year of Excellence in IT Serrvice Management
    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…
  • Agile izing ITSMAgile-izing ITSM, Part 1
    There’s no doubt about it; we’re in the Age of Agile. We’re kind of late into it, yet, I’m frequently asked how we can ‘agilize our ITSM.’ Why isn’t ITSM…
  • Making ITSM More AgileAgile-izing ITSM, Part 2
    If there’s one thing that describes successful organizations in our time, it’s “agility” – the ability to quickly detect and rapidly act on change in ways beneficial to the organization. …
  • Are 80% of all IT Incidents Change-Related?
    Everyone’s heard that IT causes the majority of incidents when changes go wrong, but is it really true? Are 80% of all incidents change-related?
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  • Basic ITIL Request FulfillmentBasic ITIL Request Fulfillment and Excellent Customer Service
    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…
  • best practicesBest Practices Don't Make you Excellent!
     “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…
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  • Change management in the age of DevOps
    “IT is becoming more integrated into the business of organizations, and more integrated with the work of their staff and customers. As a result, the pace and frequency of change…
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    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 …
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    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…
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    Five lessons learned implementing ITIL Change Management
     Here are my top 5 lessons learned implementing ITIL Change Management that will save you endless heartache. Having recently implemented a Basic ITIL Change Management Process, I’m sometimes asked about…
  • CAB AgendaFive things that should be on every CAB agenda
    What are we supposed to talk about at CAB? What should be on the CAB agenda?
  • Fusion 15: Five Simple Ways to Make the Most of the Premier Conference
    Fusion 15 is the premier ITSM conference – Part HDI conference, part ITSM conference, and new this year, DevOps Fusion. So much opportunity; so little time. Without a plan it’s easy…
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  • Getting started with a basic service catalog
    Knowing you need a service catalog and getting your organization to have one are two very different things. Here’s some practical advice for getting started with a basic service catalog…
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    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.…
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    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…
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    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…
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    How ITIL Change Management Improves Incident Management
    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.…
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    How Organizational Management of Change is Like Quitting Smoking
    Organizational Management of Change is a lot like quitting smoking.  Most of us know a current or former smoker, and how hard it is to quit. What can we learn…
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    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…
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    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…
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    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…
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    How to Measure a Basic ITIL Change Management Process
    Have a basic ITIL Change Management process, or planning to implement one? Change Management should implement changes faster and reduce the risk of business impact. I’ll show you how the…
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    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…
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    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…
  • Does modern IT require a CMDB?Is a CMDB required for effective IT?
    Everyone knows a Configuration Management Database ( CMDB ) is a good idea. We’ve known that for years. And yet, in many years of ITSM practice, I’ve rarely seen a…
  • Change ManagementIs Change Management Obsolete… again?
    Change Management has again returned to the headlines, though you may not have heard it that way. Two years ago in Change Management in the age of DevOps, I wrote…
  • IT Change Management or Blame Management
    Far too often the first question when changes go bad is “did it go to CAB”. The question is not only the wrong one, but reveals some poor thinking behind the…
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    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…
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    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…
  • IT Change Risk Analysis
    Ever see a “low risk” change cause major issues? “We’ve done it before and never had any problems” doesn’t cut it in the aftermath of a business-impacting incident caused by…
  • IT Improvement: Let's Get This Party Started!
     In IT, there are times for incremental improvements and other times when you just gotta start a revolution. At the 2012 Summer Olympics, the difference between the podium and obscurity…
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    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…
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    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…
  • IT Strategic Vision IT Service Management transformation unicorn rainbowIT Strategic Vision: The Land of Unicorns and Rainbows
    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.…
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    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…
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    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….…
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    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…
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    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…
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    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…
  • ITSM BlogsITSM Blogs You Should be Reading
    Looking for some great ITSM blogs? Look no further. Here’s a truckload of great resources you should be reading!
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    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…
  • ITSM Predictions for 2019: A Practitioners View
    Every year there’s a flurry of predictions for the coming year. This year, I decided to make my own list, from the neutral vantage point of an ITSM practitioner. I…
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  • Killing CAB, Part 2: Delegated Change Authority
    What if I told you there’s a way to effectively manage changes without CAB reviewing each one? Would you be interested? Yeah, you and everyone else in the IT world.
  • Killing CAB, Part 3: Change Models
    In this third and final installment in the Killing CAB series, I’ll be talking about Change Models – perhaps the most widely overlooked method of streamlining IT Change Management. It’s…
  • Standard ChangesKilling CAB, Part I: Standard Changes
    Hate CAB? You’re in good company if you do. I’ve never met someone who actually likes coming to CAB. What I come across far more often is people who hate ‘CAB’,…
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  • New ITIL Practitioner Qualification: Should I care?
    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”…
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  • ITIL Teamwork OneTeamOneTeam
    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…
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    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…
  • Strategy and Culture: What I've Learned as a new CIO
    This year I accepted a CIO position at a state (government) agency. It’s been a great year of learning and growing, not the least of which being that the organizational…
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  • Technical Debt: The real cost of deferred maintenance
    Forgone IT maintenance comes at a cost. For most companies, it’s a never ending battle. Here’s five tips for getting out of technical debt.
  • The Difference Between Standard and Normal Changes in ITIL
    Often times people confuse ‘Standard’ and ‘Normal’ Change in IT Change Management. There’s an important concept that gets missed when they’re mixed up. This article will help you keep them…
  • Adapt and adopt IT best practicesThe Practitioner's Dilemma: How to Adapt ITIL
    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…
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    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?…
  • ITIL CAB breaks down silosThe surprising bonus value of ITIL CAB
    CAB is arguably the most widely adopted ITIL® process, but its value goes far beyond Change Management. CAB rallies people  around a common cause; the perfect antidote for silos and…
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    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…
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    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,…
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    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?…
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    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…
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    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…
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    What Is Basic ITIL Incident Management
    Thinking about ITIL Incident Management? You know how Incidents are handled has an enormous impact to customer satisfaction. This quick-start summary will tell you what you need to know to…
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    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…
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    What is Basic ITIL Request Fulfillment?
    Like it or not, customers evaluate IT on two things: How well you fix things that break, and how well you get me things I need. This article focuses on…
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    What Is ITIL: A Simple Explanation
    What is ITIL®? Just want to know ‘what is ITIL®’? without reading a PhD thesis? Here’s the cut-to-the-chase simple explanation. ITIL is an integrated set of best-practice processes for delivering…
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    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…
  • Basic RACI ChartWhat's a RACI Chart and how do I use it?
    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…
  • What's an ITIL CAB? A Simple Explanation
    The Change Advisory Board (CAB) is the most widely known ITIL component. It’s also widely misunderstood. Here’s the quick lowdown on CAB. What is CAB? CAB – known formally as…
  • Change ControlWhat's with 'Change Control' in ITIL4?
    IT has been calling Change Management by that name for decades. In the latest update to the de facto ITSM framework – ITIL®, the practice has unceremoniously been renamed to…
  • Who's doing ITIL?
    Ever wondered who’s ‘doing ITIL’? Who has a successful ITSM program leveraging the ITIL framework guidance? ITIL in the real world A while back I started a list of “who’s…
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    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…
  • ITIL HelpWhy ITIL Doesn't Work in the Real World
    Feeling like the lone ITIL prophet, without honor in your home town? Knowing how much IT Service Management can help, but feeling it will never happen because of the huge…
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    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…
  • “ITIL is Insufficient”
    Here we go again. Announced this week – Axelos – the company who owns ITIL is being sold to PeopleCert. Industry response varied greatly, but nearly eclipsed another significant announcement.  IT…