Search Results for: change management

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?

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’, and would rather do just about anything to avoid it.

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 straight.  Scope of IT Change Management First things first. IT Change Management is a control process. In addition to its widely understood role of evaluating …

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 organizations start looking at formal Problem Management when there’s a highly visible problem that they just can’t seem to fix. Customers are frustrated and complaining. …

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 belief that I can do great things, and unrelenting commitment to achieve it. ~ Greg Sanker I started ITSMTransition with one goal – to Enable …

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 Joe the IT Guy recently wrote about Problem Management: No Problemo on his blog (I highly recommend stopping by. Great stuff). While writing What is …

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 ITSM Problem Management. The Problem with ‘Problem’ So, what exactly is a ‘Problem’ In ITSM, a Problem is the underlying cause of one or more …

The value of IT 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? Read to find the real value of Incident Management. Goal of Incident Management If you’ve been in IT for more than a few minutes, you’ve …

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 …

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 agile? ITSM has taken a beating in the Age of Agile; stood up as a bit of straw man; the slow and bureaucratic nemesis of …

There’s been a great deal of discussion recently about the phrase “Change Control” – especially  with ITIL® 4 switching from Change Management to Change Control in the initial release of the foundation book. I wrote about it in What’s with Change Control in ITIL4. But shortly thereafter, it somewhat unceremoniously changed to Change Enablement. Akshay …

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 good one.  CMDB and Change Management There’s a big difference between the ability to automatically scan for devices and a functional CMDB (or the broader …

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 (even if you don’t have a full ITSM program!)

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 to miss out on something important!.

What are we supposed to talk about at CAB? What should be on the CAB agenda?

Trying to implement ITSM 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 trying to implement ITSM processes. Makes sense, right? But I’ve seen a wake of disaster …

CAB is arguably the most widely adopted ITSM 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 is an ITSM CAB: A Simple Explanation I talk about CAB evaluating changes for business …

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 …

I don’t try to be controversial, but this whole metrics and SLA thing is problematic. To be blunt: so many organizations measure and report on a great many things, most of which just doesn’t matter. In this article, I’m going to share what I’ve learned about measurement and reporting in my years in Service Management. …

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.  For its part, IT has had agile intentions for some time, but it still eludes many, and how to agile-ize ITSM remains a common challenge …