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Coming Soon – Reporting & Analytics Group Test

Ta dah! Preview of coming attractions – our sparkly new reporting & analytics group test! Our next group test will explore how reporting & analytics can support your IT organisation and will look at the following areas: Format & view options Reactive metrics Proactive metrics Integration CSI The research will highlight competitive differentiators; feature key strengths and showcase... 

IT500 Conference: DevOps – Bring IT Out Of The Shadows

I caught up with Daniel Breston ahead of tomorrow’s IT500 conference in Edinburgh to talk about his session with Helen Beal. The session will involve Daniel and Helen working with the audience to figure out what good looks like and how to develop a culture of sharing and collaboration. Delegates will take away a chart of behaviours from zero to “let’s do this”. The session will focus on how... 

IT500 Conference: Effective CSI in a SIAM Eco System

I caught up with Stuart Rance and Andrew Vermes this week to talk about their IT500 workshop in June;  Effective CSI in a SIAM Eco System The session will provide a practical guide to managing CSI well in SIAM environments and will look at what you should have in place to work effectively among multiple partners. The workshop will cover everything from shared methods, goals, measurements to reporting... 
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IT500 Conference: Introducing a CSI Sat Nav

Ahead of the IT500 Conference in June, I was lucky enough to speak to presenters Ian MacDonald and John Griffiths and discussed their workshop: “Introducing a CSI Sat Nav”. Their session will explore why CSI is so critical to drive success and how to focus on the improvements that will make the most difference. The workshop will look at how to get CSI going in an organisation, things people... 

Knowledge Management 101

One of the ITIL processes that tends to be glossed over is Knowledge Management which is a shame because it’s the process that can empower your people the most. Used effectively, Knowledge Management can empower your people, reduce Incident resolution times and increase customer satisfaction. So what is Knowledge Management? Knowledge Management is the process responsible for sharing perspectives,... 

itSMF Ireland Conference preview – Keep moving forward!

CSI – Keep moving forward Ahead of the itSMF Ireland conference on the 8th October in Dublin I speak with Colm O’Shea and Vawns Murphy from itSMF Ireland to discuss their theme for the conference – Continual Service Improvement (CSI). Event Listing and further info here: http://www.theitsmreview.com/2015/08/event-listing-itsmf-ireland-8th-october-dublin/ itSMF Ireland conference... 

A five step framework for business oriented metrics

A practical look at why some metrics programs fail while others are successful, along with some tips you can use to kick your metrics up a notch. Introduction I was math-challenged as a child and hatred of anything having to do with numbers followed me into adulthood. This hatred remained with me until I became a manager and needed to begin proving the work my team was doing or understanding where... 

Building a CSI culture

Melbourne Skyline (Wikipedia): the 17th National LEADit Conference to be held Wednesday 13 to Friday 15 August 2014. I’ll be delivering a presentation on Continual Service Improvement (CSI) at the LeadIT conference run by itSMF Australia in August. I wanted to talk about CSI because I think it’s one of the biggest opportunities we have to create value for our customers, and most organizations I... 

Podcast Episode 2: 'Hot tables' at SITS, ITSM Industry News, CSI and Barclay in his onesie?

Thanks to our friends at ManageEngine for sponsoring this podcast. Episode 2 of The ITSM Review Podcast! Hosted by Barclay Rae and Rebecca Beach. Special Guest: Stuart Rance from Optimal Service Management ITSM Industry News HDI ‘Hot Tables’ at SITS 29th – 30th April, London ITSM Social Gathering 30th April London Knowledge ’14 April 27 – May 1, San Franscisco Tools Market... 

Pink14 Preview: What’s the big idea?

“Sometimes you’re so busy putting out fires that you don’t have time to improve fire-fighting or fire-safety” Do you ever get a Big Idea?  You’ll be talking or reading about ITSM and the proverbial light bulb comes on.  You see a connection or an underpinning concept that you hadn’t seen before.  Sometimes it appears to be an original insight, one you haven’t heard... 

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