December 18, 2012

If you are considering implementing an ITIL-based ITSM solution for your IT Organization, you may consider starting with the ITIL Lite bare essentials option. In today’s blog, I would like to talk about the 5 minimum components required to start an ITIL implementation ...

December 11, 2012

IT is struggling to keep up with the resulting pace of service demand, according to a new survey by Serena of 200 IT professionals that focused on the current state of IT Service Management (ITSM), with a particular focus on what ITIL calls Service Transition ...

September 10, 2012

For those of us who handle IT change requests on a daily basis, the process can seem as onerous as a Sisyphean task. In this case, rather than a boulder rolling back down the hill, it is the backlog of RFCs that seem to grow every time you complete a request. Let’s face it - the requests are not going to stop coming. The business is trying to change faster, so they need IT to implement change faster. In the end, it is all about doing as much as you can with what you have. Following ITIL best practices and using a solid change management tool goes a long way, but how can the whole task be made less Sisyphean? The answer may come from borrowing some of the lessons learned from application development ...

November 28, 2011

itSMF USA has released the results of a new IT service management study. The study, conducted this year in partnership with Forrester Research, was created to help guide infrastructure and operations professionals through a better understanding of people, process and technology trends and best practices.

August 06, 2011

Well, let's take a quick look at some definitions from the ITIL 2011 edition glossary, and some comments from the 2011 edition books, add in some interpretation (yes, my subjective opinions), and see what conclusion we come to.

May 16, 2011

There is no IT for IT's sake - the IT is now just a tool and we need to focus on the job and outcome that we want to achieve with the help of the IT. Business Service Management (BSM) is an approach to understanding this context and ensuring that we always look at the goal/objective and outcome rather than focusing on the technology.