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Event Listing: IT in the Park 2016

  Event Listing: IT in the Park 2016 It’s Edinburgh baby! IT500 and Scot-Tech will be hosting Scotland’s biggest ITSM and IT Operations Management conference at Dynamic Earth in Edinburgh this October. This conference will follow previous IT500 & Scot-Tech events such as IT in the park 2015 and the IT500 Learning Conference; both of which gained great acclaim from speakers, sponsors and... 

ITSM Back To Basics – The Service Catalogue

Introduction So here’s the thing. I’ve worked in IT forever and in ITSM for over 15 years and it never fails to amaze me how many failed or unused Service Catalogues there are kicking about out in industry. As a consultant I’ve seen and heard horror stories of clients paying upwards of £60,000 for a Service Catalogue they were told would solve all their problems only to be presented... 

Supercharging Your Service Delivery Using SIAM

The lovely people at Cherwell invited me to join one of their webinars to talk about SIAM so here is the link to the recording! My session was all about how ITIL and SIAM can be used to take your service provision from good to “let’s rock this!” The world and its mum knows that ITIL is the globally recognised framework for ITSM best practice but in a world where outsourcing, co sourcing and multi... 
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Batman, SIAM and Mean Time Between Ass Kickings: SITS16 Recap

It’s the London Olympia baby! Last week was the 2016 Service Desk & IT Support Show or SITS for short. SITS is a annual, free event in central London dedicated to all things tech support and ITSM related. First time this decade that #SITS16 has gone ahead without a train strike or pouring rain https://t.co/bxkMaOQ1TV — Stuart Rance (@StuartRance) June 6, 2016 #ITSM #IT #ServiceDesk pro's... 

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... 

Guest Post: Practical ways to end the DevOps – IT Service Management Stand-Off

There’s some great dialog in the final standoff between Batman and the Joker in the movie The Dark Knight. It’s no-rules anarchy versus incorruptibility – “this is what happens when an unstoppable force meets an immovable object”- as the Joker maniacally puts it. In some ways it’s analogous to the friction existing between development and IT service management (ITSM) – especially how... 

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... 

Agile, DevOps, ITIL & Buzzword Bingo; BEYOND20 SIXTEEN Podcast

We are pleased to share our very first podcast on the BEYOND20 SIXTEEN conference next month.   I spoke to conference rockstars David Crouch and John Gilmore about life, the universe, ITIL, Agile and DevOps! David Crouch John Gilmore David’s session is: ‘The pros and cons of adhering to a single best practice framework – tales from the trenches‘ and John’s session is about... 

The DIKW model for Knowledge Management

Following on from last week’s article about the advantages of Knowledge Management and how to get started, let’s look at the process in more detail. When I’m running ITIL foundation courses I generally hit Knowledge Management as part of the Service Transition stage of the lifecycle towards the end of day 2. Put yourselves in the shoes of the poor delegate for a second and think after 2 solid... 

Configuration Management How To (Part 2)

Following on from our previous article, this week we’ll take a look at Configuration Management baselining and control. Configuration Baselining First up we have the identification or baselining step in our Configuration Management process. This is a baselining process, taking a snapshot of our critical services and their key dependencies so that we know exactly what makes up the service. The purpose... 

Product Group Tests

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