Author: ChrisEvans
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ITIL4 didn’t miss the mark, despite what some may think – after all, what was the mark?. Certainly, it took time to gather traction, but, for example, the ever-expanding group of ITIL4 Masters (a significant investment of time and money) proves that it is a train people wish to be on. ITIL4 did what was…
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“Just send an email instead.” “Don’t meet. Chat” I heard this yesterday. Again. But here’s what people miss: Meetings aren’t the problem. Poor communication is. I’ve seen: The medium isn’t magic. The message matters more. Master communication, and you have the key to successful interaction. How? Your format isn’t the superpower. The execution is. Or…
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Everyone talks about Organisational Change Management. But nobody tells you this: I have experienced transformations that fail. Spectacularly. But we ticked all the boxes? Notice anything missing? Change is not about processes. It is about people. As leaders you are failing if: People do not resist change. Think about it. People change all the time. …
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Equal Opportunity activism is a force for good. But … paying lip service to it, or simply not understanding the core principles can be as damaging as it can be restorative. No two people are the same, that’s why we have a need for the action. So if that is the case? Why is the…
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The old school thinking is that numbers are everything. Because it is perfectly logical to have 100% success, while 100% of Customers are unhappy, right? Instagram filters are nothing new – we have been ‘glowing up’ our service delivery for years or as the cynical might say ‘blinding them with science’ That is no longer…
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Requirements are not a wish list – they are the only measure of ‘done.’ If you are designing, transitioning, or delivering a service and you are not working to defined requirements – you cannot prove your worth. You cannot prove realised value. Do: Do not: Critically – Listen and read more than you write. Requirements…
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Years ago, I saw a vibrant team utterly crushed by the promotion of the wrong person. Within three months: The reason was simple. They promoted someone who simply was not a leader. Should that person have been promoted based on skill and contribution, yes, into a leadership role, absolutely not. Leadership is not a reward. …
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Knowledge Management has existed as long as records, many thousands of years, so why do so many initiatives fail? Because, in the realms of IT Service Management, Knowledge is not just a library. It is a living, breathing, life form (or at least it should be) As with most relationships, maintenance is the key to…
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Continual Improvement is a great idea – so why aren’t you doing it? It is the core of ITIL4 and the realisation and delivery of value – so why aren’t you doing it? It is hugely important for the user experience, customer satisfaction, stakeholder management and repeated business – so why aren’t you doing it?…
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I hate when people ask me ‘why are you so quiet?’. Because I am. That is how I function. I don’t ask others ‘why are you so noisy?’, ‘why do you talk so much?’. It’s rude! – Rowan Atkinson When someone says ‘that person is quiet’ do you think that they are focussed and professional…