Mapping the Customer Journey Part 1
Mapping the Customer Journey provides a basic template for understanding how a customer feels at each stage of a service engagement. While it may look like a sales cycle from […]
The ITIL 4 Journey – One Year In
Blog post – The ITIL 4 Journey – One Year In Axelos was nice enough to ask me to write an ITIL 4 blog post a little while ago on […]
The Great Convergence
One of the spectacles of the past 20 or so years has been the competing approaches and frameworks for improving governance, streamlining workflows, and delivering services. Practices like LEAN, Agile, […]
ITIL® Capacity Management – As Easy as 1-2-3
In the ITIL guidance, Capacity Management is broken down into three related sub-processes. In this blog we will look at the three subprocesses and how they help us have better […]
Putting the Service in IT Service Management
Many people understandably think about ITIL as a process framework. When you describe good practices for 25+ processes and capabilities it seems a no brainer. Yet when you look at […]
Free ITIL Lessons Learned Webinar Coming Soon
Lessons Learned from 200 ITIL Implementations over 20 Years Don’t miss our upcoming free ITIL webinar on “Lessons Learned: Best Practices in Implementing ITIL Best Practices.” Deep Creek Founder and […]
Filling the ITIL void
As many of you know, I’ve been intimately involved with ITIL practice for more than 10 years. I am launching this Lessons Learned, user-consortium-driven blog to document good practices based […]
Blocking and tackling — establishing a culture of CSI
The more I read, and the older I get, the more focused I become on results. At the end of the day, people care about outcomes, and are less picky […]
PM and ITIL
I have been thinking about Carol’s and IT Skeptic’s comments about PM (and have read the thread he pointed me to, and an awful lot more) and I still think […]
Engagement
If you look at the descriptions of Critical Success Factors associated with ITSM adoptions, the first one on almost any list is Management Commitment. Sounds good…until you try to figure […]