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 Continue reading New ITIL Practitioner Qualification: Should I care?
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, Continue reading What’s a RACI Chart and how do I use it?
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 Continue reading OneTeam
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 Continue reading The Practitioner’s Dilemma: How to Adapt ITIL
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 gap between ‘here’ and ‘there’? Been there. Why IT’IL never Continue reading Why ITIL Doesn’t Work in the Real World
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 fragmented service delivery. Didn’t see that one coming In What Continue reading The surprising bonus value of ITIL CAB