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Excellent service doesn’t have to cost more

I have seen discussions in social media about whether service providers should aim to deliver excellent service, or just deliver the service they have agreed to. One side of the argument says that we have more choices than we used to, and that service providers must aim to delight all their customers or they won’t survive in a modern, consumer-oriented competitive environment. Other people argue... 

The Adaptive Service Model

The Taking Service Forward initiative has launched the first release of the Adaptive Service Model, you can see the official announcement here. This model is the first step on the way to an open architecture for service management. I’d like to share some of my thoughts about what the model is, why we need it, and how it might evolve in the future. This model is owned by a community called Taking... 

Ashley Hanna

Ashley Hanna 18.03.1960 – 25.11.2013 Ashley Hanna passed away on 25th November after a long struggle with cancer. Ashley was a source of inspiration for many in the IT service management industry and has been my personal friend and mentor for many years. I first met Ashley in 1997. At the time I worked for Digital Equipment Corporation (DEC) and I was attending a Compaq high availability training... 

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... 

Future of ITIL workshop – a little insight

The following comment piece is contributed by Stuart Rance of HP and Stephen Mann of ServiceNow. Yesterday a number of ITSM professionals convened in London to talk about the future of ITIL. From the get-go, it was stressed that the purpose of the meeting was to provide input to AXELOS’ thinking and not to make decisions. Who was involved? It was a passionate group of people that represented: ITIL... 

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... 

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...