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Service Improvement at Cherry Valley

Problem, risk, change , CSI, service portfolio, projects: they all make changes to services.  How they inter-relate is not well defined or understood.  We will try to make the model clearer and simpler. Problem and Risk and Improvement The crew was not warned of the severe weather ahead In this series of articles, we have been talking about an ethanol train derailment in the USA as a case study for... 

Bring me problems not solutions!

Albert Einstein is often quoted as having said ‘If I had one hour to save the world, I would spend fifty-five minutes defining the problem and only five minutes finding the solution’. Since Mr. Einstein was, undoubtedly, a clever man, I’d like to believe that those are his words. Understand the problem first Where I work no one seems to care about problems. All I ever hear about are solutions... 

Two-speed ITIL – what next?

My recent blog Is it time for a two-speed ITIL? seems to have generated a lot of interest. As well as a large number of replies on The ITSM Review site, there were many tweets and Facebook posts where a wide range of people offered their thoughts and opinions. A variety of approaches The overall consensus seems to be that we need a fast-moving online repository of up-to-date IT service management... 

Assessment Criteria for Incident and Problem Management

We will soon begin our review of Incident and Problem Management offerings in the ITSM market place. As with our previous comparison of REQUEST FULFILMENT – Our goal is to highlight the key strengths, competitive differentiators and innovation in the industry. During Request Fulfilment our original aim was to look at how the tool supported the process, but refreshingly vendors who participated... 

Getting started with social IT (Part 2 of 2)

Following on from Matthew Selheimer’s first installment on social IT, we are pleased to bring you the second and final part of his guide to getting started with social IT Level 3 Maturity: Social Embedding The saying, “Context is King!” has never been truer and this is the foundational characteristic for attaining Level 3 social IT maturity; Social Embedding. This level of social IT maturity... 

Dancybot V0.1

Hot on the heels of the first 24-hour digital ITSM conference in December… The ITSM Review is pleased to announce the launch of the first digital ITSM celebrity. It is only a matter of time before speech recognition, bots, virtual service desk operators and ‘ubiquitous intelligent systems’ are common place in IT support – so we need to get used to the idea mashing up real personalities with... 

Crowdsourced Favourites: Top 20 Most Read from 2012

Happy New Year to all ITSM Review readers. Thank you for your continued support. Visitors to the site from July to December 2012 were up a whopping 679% on the same period 2011. Or in other words, traffic grew eight-fold. We now regularly serve around 10,000 – 12,000 visitors a month. As always, please let me know if you would like to see any particular topics covered or guides written. If you...