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If an international friend or colleague were to tell you that, “It’s too hot here” – how hot do you think it is (where they are)? Of course, it depends. And on...
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Imagine trying to navigate your way through a maze. It’s full of dead ends and puzzling pathways, and sometimes the paths change too. Where what was once a path, that you took...
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If I were a genie, and I could grant your organization just one wish – wouldn’t you love me to slash your ticket resolution time? And what if I could also give...
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People who work in IT service management (ITSM) spend a lot of time thinking about and perfecting their processes. And that’s a good thing. But when we focus on processes to the...
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There are a number of trends affecting IT service management (ITSM) and the IT service desk right now. One that sits at the top of the “Oh, that’s difficult” pile is that...
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The digital age is upon us and it’s changing the way we work. This is true for many roles, in particular those with heavily repetitive manual processes that are now being replaced...
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In ITIL v3, event management is defined as “the process that monitors all events that occur through the IT infrastructure. It allows for normal operation and also detects and escalates exception conditions.”...
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Somebody asked me recently how they could get a return on investment (ROI) from investing in ITIL. I found it really hard to answer the question, because of the way that they’d...
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Talk about a tricky question. Are you and your colleagues offering, or working on, an IT help desk or an IT service desk? And does it really matter? Looking at this from...
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IT asset management (ITAM) is the discipline of managing IT assets throughout their lifecycle. If IT service management (ITSM) is primarily concerned with the efficient delivery of quality IT services, then ITAM...
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Reporting and analytics can be a difficult area in IT service management (ITSM). We live in a data deluge. According to research by DOMO, “… over 2.5 quintillion bytes of data (9...
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If your problem management just identifies one root cause for each problem, you’re missing out on lots of opportunities to improve. One of my clients had a problem that caused lots of...
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IT asset management (ITAM) is a key capability needed for any organization to manage its IT assets effectively. Put simply, ITAM is a set of proven practices that combines financial, technical, and...
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In a blog I wrote last year, I said that automation is the next evolution of service management – that the way we do ITSM was going to change. Guess what? Not...
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