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... 

As the UK’s largest service management user group with over 12,000 members, the itSMF UK is no doubt resolutely proud to be announcing details of the finalists for this year’s Service Management Awards. The group’s “glittering” awards dinner is held as part of the annual itSMF UK Conference, which will be held at the Novotel London West on 5th and 6th November 2012. Not (we are told) just... 

Like many who work in ITSM, I am of course aware of the need for, and the importance of Continual Service Improvement throughout the Service Management Lifecycle. But what does it entail in real terms, and not just what I read on the ITIL course/in the books? I came along to the itSMF CSI SIG, held in London to find out. CSI in a nutshell The purpose of CSI is to constantly look at ways of improving... 

prISM: 'Dark side of ITSM?' or genuine professional recognition? At first glance, the new prISM credential scheme seems to be a qualification too far, as I consider improving my ITSM skills by going for the first of my ITIL Intermediate levels. The take up so far seems to belong to an select group, much like those who piloted the new ITIL Master scheme, and perhaps it is too early for that... 

What? itSMF UK Seminar – Service Desk and SLM The Service Desk is at the frontline to increase service quality, reduce cost and pressed to do more with less. Many are still searching for tools to help move them from their traditional fire fighting roles in-order to free up resources to more spend time on better managing customer expectations and improving service. What are the best approaches to... 

Speed Dating meets Networking? When I went to my first itSMF Regional Seminar last month, I never would have believed that I would be putting those words together! The event (hosted by Attenda for the London and South East region) was focussed on End to End Service Management, as well as that all important networking element. According to outgoing Chair Jane Suter, their last attempts hadn’t been... 

Given the choice, University of Exeter Students Opted to Receive IT Support Updates via Twitter The itSMF held their UK South West & South Wales Regional meeting at the University of Exeter this week. The theme of the day was processes and toolsets with a big emphasis on member interaction and discussion. In a nutshell: A good day. Recommended. Two presentations really stood out for me during... 

National Motorcycle Museum, Solihull What? itSMF UK Seminar – Service Catalogues & Service Portfolios “Service catalogue, service portfolio and service level management are the essential elements of the relationship between IT and the business.  Without these processes in place, it is increasingly difficult to define what IT services are available to the business and on what basis. But the... 

Steve White, Kepner Tregoe, Engaging the Audience at Chelsea The UK itSMF hosted a popular Problem Management seminar this week. Around 100 itSMF members met at Chelsea Football Club to learn about ‘Proactive Problem Management’ from a variety of industry specialists. Firstly, a quick summary of the sessions (Football Clichés A Go-Go): FOX IT – GENTLE STRETCHES TO WARM UP John Griffiths... 

Chelsea Football Club What? itSMF UK Seminar – Proactive Problem Management “Problem management is often the most under used process, and is described by some as the “If we only have the time” process. In reality it is a process that if used correctly adds real value to the business, and supports all of the other service management processes. To get there, there is a need to invest...