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, or even to know where we’re going. Too often we Continue reading The Value of Values in IT Transformation, Part 1

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 focus a little more on the business. An innocent request Continue reading What to do when your IT “goes all ITIL”

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 Continue reading IT Service Managment: It’s all about value to the business