Tag: ITSM
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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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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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Are we still worried about the most ‘ITIL-y’ tool or have we evolved to understanding business needs as the essential, primary driver.