News, Reviews and Resources for ITSM Professionals.

Home » Posts tagged with "the it skeptic"

Rob England: Problem Management Defined

Railways (railroads) remind us of how the real world works. In our last article, we left Cherry Valley, Illinois in its own little piece of hell. For those who missed the article, in 2009 a Canadian National railroad train carrying eight million litres of ethanol derailed at a level crossing in the little town of Cherry Valley after torrential rain washed out the roadbed beneath the track. 19 tankers... 

Rob England: Incident Management at Cherry Valley, Illinois

It had been raining for days in and around Rockford, Illinois that Friday afternoon in 2009, some of the heaviest rain locals had ever seen. Around 7:30 that night, people in Cherry Valley – a nearby dormitory suburb – began calling various emergency services: the water that had been flooding the road and tracks had broken through the Canadian National railroad’s line, washing away the... 

Rob England: What is a Technical Service Catalogue?

Amtrak 14th Street Coach Yard (Chicago, IL, US): A railway provides other functions: track gangs who maintain the trackwork, dispatchers who control the movement of trains, yard crews who shuffle and shift rolling stock. It is clear that these are not services provided by the railway to its customers. They are internal functions. We are looking at railways (railroads) as a useful case study for talking... 

Rob England: "What is Service Management?"

Tenuous link: One of Rob's passions outside of ITSM is trains. The ITSM Review offices are in sunny Swindon in the UK, home of Isambard Kingdom Brunel's workshops which powered the Great Western Railway. Editor’s Note: We are very pleased to welcome Rob England (a.k.a The IT Skeptic) as regular columnist at The ITSM Review. Service Management Railways provide a useful analogy for understanding... 

'Basic Service Management' by Rob England (a.k.a The IT Skeptic)

Basic Service Management by Rob England This is a quick review of Rob England’s book ‘Basic Service Management’. You can find out more about Rob’s book and the TIPU method here: www.basicsm.com. If you want to share your own review please add a comment below. In my opinion this is a well written introduction to service management. This book might have also been called: ‘Service... 

Product Group Tests

Article by Topic