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Keeping Up in an On-Demand World

Fostering good relations with business counterparts is a good place to start It’s a fact that business user expectations of IT continue to grow in today’s tech-heavy consumer culture. In a world where we can get access to new capabilities and services quickly in our personal lives, it’s no wonder that business leaders are seeking the same continuous delivery of new capabilities in their work... 

Implement Enterprise Request Management in Five Straightforward Steps

 This article has been contributed by John Sundberg, Co-founder and President of Kinetic Data. John Sundberg A new approach to service request management is gaining ground in companies around the globe. Called Enterprise Request Management, or ERM, this framework is finding favor with organizations because it allows them to take an incremental and evolutionary approach to centralizing and modifying... 

Change and Release Management: What are they? What’s missing?

Daniel Breston This article was contributed by Daniel Breston, Consultant at Qriosity Limited. I was recently challenged by Mike Orzen (co-founder of Lean in IT practises and my mentor) to answer a simple question: what do you think the purpose of change and release management is in ITIL or any other IT best practice framework? I started by asking what aren’t they? Change is not about doing the... 

What makes for a compelling metrics story?

In my first article “Do your metrics tell a story?” I discussed the “traditional” approach to reporting metrics, and why that approach is ineffective at driving action or decisions. Personal observations are far more effective. Personal observations appearing to conflict with the data presented can actually strengthen opposition to whatever decision or action the data suggests. Presenting... 

Do Your Metrics Tell a Story?

Do your service management metrics tell a story? No? No wonder nobody reads them. Do your #metrics tell a story? No? No wonder nobody reads them. #ITSM #ITIL #CIO — Dan Kane (@hazyitsm) July 30, 2013 That was a tweet I sent a few weeks ago, and it’s had some resonance. I know that during my practitioner days, I missed many opportunities to tell a compelling story. I wanted everyone else... 

Process Owner, Process Manager or Process Engineer

While they might appear much the same at first glance, these roles are actually very different Many times people who are just getting started with ITIL (or broader speaking ITSM) stumble over what the differences are between a Process Owner and Process Manager and, to a lesser extent, a Process Engineer. These are different roles, with different skill sets and expectations but there are some overlaps.... 

Product Group Tests

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