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Home » Archive for November, 2012

Is it time for a two-speed ITIL?

Do we need faster access to new ITIL concepts? At the UK itSMF conference this month, somebody asked me “What do you think the ITSM community are looking forward to next from ITIL?” As I tried to answer this question I realized that we don’t really have an ITSM community with a shared set of objectives. We have many different people with different goals and objectives, and we all want different... 

The BYOD battle… and the ITSM war

38% of respondents think the IT department should be supporting any personal device, regardless of how much it is used for work purposes. Pat Bolger is chief evangelist at Hornbill Service Management. Bolger writes in this guest post for the ITSM Review to underline the big picture that exists across the BYOD landscape and how this use case model has affected and continues to impact the IT service... 

Protecting the perimeter: social media asset safety

Social media truths There are several risks associated with social media, but attempting to stop the use of external social media web sites is counterproductive and, in any case, impossible. The IT industry is realising that if it fails to embrace social media and define ways to use it productively, safely and securely then we may lose the opportunity to shape employee behaviour appropriately going... 

Not Invented Here…

Fieldwork at the Ostrich School of Coping Skills One of the biggest challenges I’ve been put up against this year is probably the view that, if something wasn’t invented here, it’s no good. And boy, have I struggled with trying to make things look like we actually invented them here. I won’t try to figure out why the ‘not invented here syndrome’ is so rooted in our organization. There are... 

Repeat after me: “I am not IMPLEMENTING ITIL®”

'...If I go to one more presentation, or read one more blog about how to “implement” ITIL I think I will scream!' Maybe I am being pedantic or overly precious about this, but if I go to one more presentation, or read one more blog about how to “implement” ITIL I think I will scream! And that would not be a pleasant experience for me or anyone else in the surrounding area. Please don’t... 

Rackspace highlights billion hour ITSM drain

With its newly refined corporate label as the “open cloud” company, managed hosting specialist Rackspace is championing open truths both good and bad by highlighting what it describes as inadequate customer service that is allegedly costing UK businesses more than one billion wasted man (and presumably woman) hours every year. On The ITSM Review’s radar this week then is Rackspace’s... 

Rob England: Problem Management Defined

Railways (railroads) remind us of how the real world works. In our last article, we left Cherry Valley, Illinois in its own little piece of hell. For those who missed the article, in 2009 a Canadian National railroad train carrying eight million litres of ethanol derailed at a level crossing in the little town of Cherry Valley after torrential rain washed out the roadbed beneath the track. 19 tankers... 

Measuring the value of ITSM

Bringing new levels of transparency to investment in ITSM I am pleased to announce an exciting new project with Barclay Rae, to measure the value of ITSM. The ITSM Review and Barclay Rae Consulting have come together to produce a definitive ITSM industry survey and regular performance benchmark. The results will make up a global Index, which will track how and where organisations gain value from implementing...