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A vision for ITIL

Since the UK Government transferred ITIL (and the rest of their best management practice portfolio) to AXELOS there have been lots of suggestions about what they should change. I’ve been involved in discussions about the future of ITIL with many people, face-to-face and in social media, and there is clearly a lot of passion as well as many creative ideas. This article is my contribution to the ongoing... 

Do Your Metrics Tell a Story?

Do your service management metrics tell a story? No? No wonder nobody reads them. Do your #metrics tell a story? No? No wonder nobody reads them. #ITSM #ITIL #CIO — Dan Kane (@hazyitsm) July 30, 2013 That was a tweet I sent a few weeks ago, and it’s had some resonance. I know that during my practitioner days, I missed many opportunities to tell a compelling story. I wanted everyone else... 

Knowledge Management Is More Than Just Buying A Tool

“Knowledge, like bananas, has a finite shelf life” Knowledge Management is a hot IT service management (ITSM) topic again. Spurred on by the interest in social-enablement and self-help/service, many organizations are looking at how best to manage knowledge or, more specifically, how to make pertinent information available to people as and when they need it. “Failing to plan is planning... 

Product Group Tests

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