The Small ITSM Consultant Dilemma
An ITSM consultant memory of mine I was an IT director for a major bank when it was decreed by management that we would have
Daniel Breston
April 6, 2022
ITIL
Service Desk Basics: what to do when the end user doesn’t respond?
If I remember my ITIL* studies and exams correctly – well it was over ten years ago – an incident or service request should only be closed by the
Stephen Mann
April 6, 2022
IT S&M Pain or Pleasure – Major incident management
In the final part of this three-part blog we look at the pleasure and pain involved with Major incident management Major Incident Management To my
James Gander
April 6, 2022
A journey from Service Management to Service Management via IT
One of the things about staying around an industry space long enough to get old is that you see things change so much they come
IvorMacfarlane
April 6, 2022
If You Went On an ‘ITIL Journey’
You Shouldn’t be Surprised if You Got Lost…. We’ve all heard the story (or a variation of it): “In order to address growing complaints from
Michael Keeling
April 5, 2022
Why do you need a CMDB Tool in 2020? Five Companies to consider
Why do you need a CMDB tool in 2020? ITIL has been around for over 30 years touting the virtues of a configuration management database
Ryan Schmierer
April 5, 2022
Measure Twice, Cut Once! The key to successful configuration management
Most of us have heard the expression ‘measure twice, cut once’. Used in a carpentry sense (literal) it means you should double-check your measurements for
KarenFerris
April 5, 2022
Kill DevOps
There’s an interesting parallel between Zen and DevOps. This is best illustrated by a kōan. Just to refresh your memory, a kōan is a story,
Mark Smalley
April 4, 2022
Going The Extra Mile May Not Be That Far – improving customer service
As a frequent traveller I spend a lot of time at airports in the lounge of my airline of choice. On a recent trip I
KarenFerris
April 4, 2022
ITIL + SDGs= Sustainable IT?
ITIL and SDGs = sustainable IT? is written and illustrated by Dr Tuuli Bell Figure 1: A change of perspective helps re-frame problems. Digital innovation
Tuuli Bell
January 12, 2022
Is ITIL Worth It?
For the past 30 years, the IT Infrastructure Library (ITIL) has been promoted as “the standard” for how IT organizations should operate. Companies have adopted
Ryan Schmierer
February 18, 2020
IT Services Management (ITSM) Frameworks
ITSM Frameworks: Search and Trends on Google Information Technology Service Management (ITSM) is very backbone of IT, and indeed the business at large. Encompassing all
William Goddard
April 18, 2019