Year: 2013

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 …

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 …

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 …

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 …

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 public sector. I’ve spent more than 20 years at a major high tech company, and now nearly 4 years at a public agency. It’s not …

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…. but mostly bad. “Throwing things over the wall”, “Network is fine, must be an application problem”, “those darn Service Desk folks can’t fix anything”. Been …