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Stop Blaming Release Management!

When releases fail, we often point a finger at the release manager, expecting that person to make the necessary corrections to prevent similar failures in the future.  In doing so, we miss the real target – the service delivery flow.  This flow, with its many inputs, is in disarray in most organizations and the solution seems daunting.  This article proposes that there is a simple, inexpensive,... 

IT Knowledge Management – Spreading the Word!

Anyone with experience in IT support knows the importance of knowledge in reducing resolution time. Anyone with math skills can extrapolate business value from rapid resolution. Despite its obvious benefits, Knowledge Management (KM) remains a frustration for a vast majority of enterprises. Why? Because organizations continue to approach KM as a monolithic publication effort with ancillary inputs from... 

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... 

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