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Two Speed Transition – Agile vs. Traditional

The service transition SIG presented an interactive session at the itSMF conference in November to discuss modern innovative and traditional approaches to Service Transition. The conference session covered Release Management, Service Catalogue and Early Life Support and arguments were made for both traditional and more modern innovative approaches in quick fire 5 minutes presentations. After each round,... 

Agile SIAM

Following his fantastic presentation at the itSMF Ireland conference; Dave Van Herpen has written a follow up article for us on Agile SIAM: In my daily practice I rarely encounter an organisation which does NOT show an unstoppable hunger for agility and customer value at an optimal cost/quality ratio. Time-to-market is under constant pressure, users are getting more demanding and serious cost reductions... 

Surviving the end of a Change Freeze

Happy New Year to all our readers and especially to all the Change Managers out there. Why especially Change Managers? Well this week is “back to work” week for most people following the end of the Christmas break as well as the end of any Change freeze / restrictions. This means that not only are our poor Change Managers dealing with the January blues; they’re dealing with the floodgates... 

DevOps and ITIL: Why Can’t We Be Friends?

The IT world we know and love exists today thanks to the bedrock of the IT community: ITIL, the IT Infrastructure Library. Since ITIL’s inception 26 years ago, the world has changed and an app exists for everything – shopping, messaging, ride sharing, or just staying connected via social media. We’re in the midst of a new technological age. This evolution has been guided by agile methodology... 

Quick Guide to Knowledge Management

This quick guide has been contributed by Mike Simpson of CIH Solutions. The guide discusses how Knowledge Management (KM) can be used to manage risk and control costs in an IT Service Management environment. The guide identifies four ‘hot spots’ based on the author’s experience and outlines common problems and suggests solutions using KM. Introduction Author: Mike Simpson, CIH Solutions As with... 

How to Get Bigger Budgets

This article has been contributed by Didier Moretti, VP/GM Service Desk Business at Atlassian Software   At the start of every year or quarter, senior managers across the organization get pulled into the tug-of-war of budgeting and headcount planning. And few feel the pain as much as IT. If your team is viewed as a cost center, as IT more often than not is, asking for a bigger budget or head... 

ISO/IEC 20000 – An Opportunity to Grow

This article is a guest post and has been contributed by Drago Topalovic, ITIL & ISO20000 expert.   The first thing to consider when implementing best practices and standards in service management is motive. Why Should We Do It? When you provide IT services, you have to be the BEST you can. In other IT areas like development, infrastructure, and business system deployment, you can perform... 

Self Service IT: Not as Scary as it Sounds

This article has been contributed by Stuart Power, UK Sales Manager at Matrix42. I don’t know about you, but I’ve worked for a number of companies at which, as a new employee, it has taken days or weeks to be given the technology I need to do my job. I’ve no doubt it’s still happening in many organisations today. But as the proportion of ‘digital natives’ in the workforce increases, that... 

Collaboration – The Unconquered Peaks

Philippa Hale of Open Limits Ltd This article has been contributed by Philippa Hale, Director and Senior Consultant at Open Limits Ltd.   Collaboration, across diverse teams and between levels of the hierarchy remain the twin, unconquered peaks for many organisations. This is also true of collaboration internally, within IT functions. Poor collaboration is often revealed to be the fatal flaw... 

Support Provision & the Changing Landscape of the Service Desk

Service desk teams provide support and service to company employees, helping them to make the most of the IT assets that the company provides. At least, that was always the role that IT Service Management teams saw themselves providing. The overall goal may not have altered, but how this is fulfilled has been changing. The traditional methods that service desk teams use to demonstrate their value don’t...