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How to conduct an ITSM assessment that actually means something

ITIL (Information Technology Infrastructure Library), a standard framework for managing the lifecycle of IT Services, is sweeping the U.S.   Based on a 2011 analysis of 23 ITIL studies, Rob England concluded that the compound annual growth in ITIL adoption was 20%± and that ITIL training attendance increased at a compound annual rate of 30% for the past ten years.  Despite this apparent surge... 

Quick Guide to Knowledge Management Tool Selection

“Tomatoes don’t go in fruit salad” In this extended article, Barclay Rae provides an independent guide to Knowledge Management and in particular Knowledge Management tool selection. Knowledge Management can be many things – from simple useable checklists to complex context-sensitive and case-based toolsets. Some of the most effective knowledge solutions can be very basic, like lists... 

The “Capita” Label – A Red Herring Swimming in the Moat of Castle ITIL

Chris Barrett, Capita Ever since the announcement of the Cabinet Office and Capita Group Joint Venture, the great, the good, and some of the rest have speculated here and there about the future of the Best Practices Portfolio. Chris Barrett (currently a Transformation Director at Capita Consulting) is one of the first of the newly appointed management team for the new joint venture company, and spoke... 

Capita and ITIL: The Good, The Bad and the Ugly

The Cabinet Office has entered into a joint venture with the outsourcing firm Capita to develop the ‘Best Management Practice’ portfolio, which includes ITIL and Prince2. For readers outside the UK the early announcements may benefit from some context. The UK treasury is between a rock and a hard place financially so joint ventures that generate cash from government owned intellectual property,... 

How good Change Management can still sink ships

RMS Titanic departing Southampton on 10 April 1912 The sinking of the Titanic has become synonymous with epic failure, brought on by ego and arrogance. But if you look at the immediate actions of the crew, you’ll find a fairly rapid and well orchestrated response to a (Emergency) Request for Change. The Titanic Story (in short) The lookouts were perched high in the crow’s nest scanning... 

Service Improvement at Cherry Valley

Problem, risk, change , CSI, service portfolio, projects: they all make changes to services.  How they inter-relate is not well defined or understood.  We will try to make the model clearer and simpler. Problem and Risk and Improvement The crew was not warned of the severe weather ahead In this series of articles, we have been talking about an ethanol train derailment in the USA as a case study for... 

Planning for Major Incidents

Do regular processes go out of the window during a Major Incident? Recently I’ve been working on Incident Management, and specifically on Major Incident planning. During my time in IT Operations I saw teams handle Major Incidents in a number of different ways. I actually found that in some cases all process and procedure went out of the window during a Major Incident, which has a horrible irony... 

itSMF – The Glue That Unites the Service Management Industry

Ben Clacy, UK CEO, itSMF As I begin my journey into the world of ITSM what better place to start than with The IT Service Management Forum (itSMF)? I recently met with Ben Clacy, CEO of itSMF UK to discuss the recent changes to ITIL and the announcement of a new professional credentialing scheme for service management professionals. ITSM Review Q. For those not familiar with itSMF –what do you do? We... 

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