Category: Service Management
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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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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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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…
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Your architecture isn’t failing because of tools. It’s failing because of 𝘀𝗶𝗹𝗼𝘀. How often does the following occur? • Beautiful diagrams nobody uses• Standards nobody follows• Roadmaps collecting digital dust It doesn’t matter how big you are or how small, you can have any number of the following: • Enterprise architects• Solution architects• Technical architects…
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Incident Management is typically the first stop in most people’s ITSM journey. So, if that’s the case, then why can it go so wrong, particularly in the case of a Major Incident? I recently read an article on a failed Major Incident Response. A ‘very stable’ system fell over for the first time in years,…
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There is no such thing as a real, guaranteed pass, although some can guarantee you will buy the certificate. The good news is that nothing worthwhile is ever easy 🙂 The whole point of the ITIL examinations is to learn, absorb, understand, and apply the knowledge. Fudging your way through is a waste of your…