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Change Management – Surviving Implementation

The super power of a change manager is an “invisible shield”, just like Violet from The Incredibles One of the things I’m getting asked about most this year is about getting the basics right – how to actually do change management in the real world. We all know that having good processes in place protect us all, ensures we meet regulatory guidelines and are generally just common... 

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... 

Is there such a thing as the "ITSM Community"?

Does a happy, successful “ITSM Community” exist? As you may know in February Rebecca and I attended the annual Pink Elephant conference in Las Vegas.  Post-event there is always (as you would expect) a lot to talk about, such as how well the event was run, the content, the amazing people and networking opportunities. But I’ve done that already, so now I want to focus on something... 

#Back2ITSM – The Story So Far…

Stephen Mann’s movement to encourage ITSM professionals to give back to their professional community is gaining momentum. The #Back2ITSM Facebook Group has now been running for three months and includes some great discussions and resources. Below are some highlights: November 2011 James Finister creates the #Back2ITSM Facebook Group Chris Dancy Kidnapped by Hornbill (I think he enjoyed this... 

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