News, Reviews and Resources for ITSM Professionals.

Home » Archive for March, 2014

AXELOS plans, challenges and expanding team (Video)

This interview was filmed at the Pink Elephant Conference and features Kaimar Karu, Head of ITSM and Kelvyn Lien-Hicks, Sales and Marketing Director, discussing their newly appointed roles at AXELOS. In Summary In addition to explaining his role as Head of ITSM, Kaimar talks about: ITIL culture differences Changing perceptions of ITIL Training provider challenges Biggest challenges to success for... 

Availability, Incident and Problem Management – The New Holy Trinity? (part 2)

Following on from part one, here are my next seven tips on on how to use availability, incident and problem management to maximise service effectiveness. Tip 4: If you can’t measure it, you can’t manage it Ensure that your metrics map all the way back to your process goals via KPIs and CSFs so that when you measure service performance you get clear tangible results rather than a confused set... 

Stop Blaming Release Management!

When releases fail, we often point a finger at the release manager, expecting that person to make the necessary corrections to prevent similar failures in the future.  In doing so, we miss the real target – the service delivery flow.  This flow, with its many inputs, is in disarray in most organizations and the solution seems daunting.  This article proposes that there is a simple, inexpensive,... 

The Kitchen Nightmare Approach to Continual Service Improvement

Gordon Ramsey Following on from my trip to itSMF Norway last week, I wanted to share with ITSM Review readers my thoughts on Rae Ann Bruno’s presentation along with some of the key pieces of advice that she presented. Believe it or not this presentation focused on the well-known chef, Gordon Ramsey. “What on earth can Gordon Ramsey teach us about ITSM?” I hear you all cry! Well as it turns... 

Navy 311: Reinventing service and support

Following on from my trip to itSMF Norway last week, I wanted to share with ITSM Review readers my thoughts on Susan Reisinger’s presentation along with some of the key pieces of advice that she presented. This was an interesting session, not least because it focused on such a huge organization (the US Navy) that operates globally. I would perhaps say that the session focused a little too much on... 

The Beauty & Simplicity Of Common Sense Business Relationship Management

Following on from my trip to itSMF Norway last week, I wanted to share with ITSM Review readers my thoughts on Andrea Kis’ presentation on “The Beauty & Simplicity Of Common Sense Business Relationship Management”, along with some of the key pieces of advice that she presented. This was a great presentation because it didn’t matter what part of IT you worked in, or even if you... 

What I learned about IT and DevOps from Gene Kim

Gene Kim presents at itSMF Norway Following on from my trip to itSMF Norway last week, I wanted to share with ITSM Review readers my thoughts on Gene Kim’s presentation “The Phoenix Project: Lessons Learned in Helping Our Businesses Win”, along with some of the key pieces of advice that he presented. Gene kicked off the first full day of the conference with his keynote presentation about... 

The itSMF Norway conference – it’s the one that I want!

itSMF Norway Conference Last week I had a last minute opportunity to attend the itSMF Norway conference in Oslo, and I have to say the stress of booking a flight, packing a bag and leaving my house within the space of an hour was completely 100% worth it. This was easily one of the best ITSM events that I’ve ever attended, both in terms of quality of content and overall experience, and one that I... 

Security after Snowden – what do I need to do?

The implications of the revelations of ex-NSA employee Edward Snowden have been much discussed and many people who were not previously concerned with cyber-security are now wondering what they should be doing. This is a good thing – but the danger has not changed, only the perception of it. Most of the ideas outlined here were well known, at least in broad terms, before this, but those who argued... 

Enterprise Mobility Management: Concepts in Endpoint Management

Robert Casetta The following article has been contributed by Roberto Casetta, Vice President EMEA, at FrontRange. Empowering a mobile workforce is essential in any modern enterprise to meet business goals and remain competitive.  Mobility increases end user productivity, agility and job satisfaction, resulting in improved business performance.  Although workforce mobility is most often associated...