News, Reviews and Resources for ITSM Professionals.

Home » Archive for February, 2012

A Great Free ITSM & ITAM Process Tool (via #Back2ITSM)

Cognizant Process Model This is a very cool online tool for anyone in ITAM or ITSM. COGNIZANT PROCESS MODEL This great resource was kindly shared by Shane Carlson of Cognizant. Shane is a founding member of the #Back2ITSM community, whereby ITSM professionals are encouraged to share their expertise for the benefit of others (and therefore develop the industry). The process model includes the following... 

#Back2ITSM – The Story So Far…

Stephen Mann’s movement to encourage ITSM professionals to give back to their professional community is gaining momentum. The #Back2ITSM Facebook Group has now been running for three months and includes some great discussions and resources. Below are some highlights: November 2011 James Finister creates the #Back2ITSM Facebook Group Chris Dancy Kidnapped by Hornbill (I think he enjoyed this... 

Review: itSMF Problem Management Seminar [Chelsea Football Club]

Steve White, Kepner Tregoe, Engaging the Audience at Chelsea The UK itSMF hosted a popular Problem Management seminar this week. Around 100 itSMF members met at Chelsea Football Club to learn about ‘Proactive Problem Management’ from a variety of industry specialists. Firstly, a quick summary of the sessions (Football Clichés A Go-Go): FOX IT – GENTLE STRETCHES TO WARM UP John Griffiths... 

Planning for Major Incidents

Do regular processes go out of the window during a Major Incident? Recently I’ve been working on Incident Management, and specifically on Major Incident planning. During my time in IT Operations I saw teams handle Major Incidents in a number of different ways. I actually found that in some cases all process and procedure went out of the window during a Major Incident, which has a horrible irony... 

'Basic Service Management' by Rob England (a.k.a The IT Skeptic)

Basic Service Management by Rob England This is a quick review of Rob England’s book ‘Basic Service Management’. You can find out more about Rob’s book and the TIPU method here: www.basicsm.com. If you want to share your own review please add a comment below. In my opinion this is a well written introduction to service management. This book might have also been called: ‘Service...