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Making the Most of a Service Catalog

A service catalog is a key component of the service lifecycle. It is defined by ITIL  as “a database or structured document with information about all live services, including those available for...

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Finding Excellence: Looking at Change Management

Implementing and benefiting from service management processes is most definitely a marathon, not a sprint, with value to be gained along the way. In my travels as a consultant, I see varied levels of...

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Finding Excellence: Looking at Problem Management

This is the second part of a two-part blog series. The first instalment looked at Change Management. Unlike change management, a solid problem management process is a solution rather than a cause,...

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Redefining Change Management in the Digital Age

Change management describes exactly what its name suggests – the management of change. It is an inevitable catalyst that propels us into new territories with innovative ideas and forward thinking; or...

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How Does Your Story End? Is it Time for Another IT Hero?

I keep hearing about the power and importance of story telling. I am obviously lousy at it! I have been banging my head against a brick wall for 15 years trying to create change in the IT Industry,...

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Change Management – Now You Know What it is, it’s Time to get Started!

Congratulations! You know what change management is. Now it’s time to set up the process in your organization. There are essentially two ways to start the process. Using an input or trigger. Inputs to...

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Virtual agents: where’s the real value for IT?

Virtual agents like Siri, Alexa and Google Assistant are becoming mainstream for consumers. Soon, they will be for business users as well. Two key questions remain unanswered: How can IT be prepared?...

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Service Management in a Changing World

I think that most people would agree that service management is in the midst of a period of exciting and significant change. But are these changes the same or different in different geographies? I was...

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Is ITIL Worth It?

For the past 30 years, the IT Infrastructure Library (ITIL) has been promoted as “the standard” for how IT organizations should operate. Companies have adopted ITIL processes. IT employees have sought...

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5 IT Support Services that are Imperative for Business Growth and Success

Are you utilizing these IT Support Services? The IT department is one of those mission-critical sectors in every company, whether you’re running a small business or a global enterprise, and whether...

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