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 […]
Training vs learning?
Like many other ITIL instructors, I spend a fair amount of my time teaching certification classes. That said, keep in mind that for ITIL implementations to work, it requires the […]
ITIL implies choices
A mistake many people make trying to use ITIL guidance is expecting it to be explicitly prescriptive (in other words, a step by step procedural how-to). That’s not what it’s […]
ITIL implementation — the big picture
I’m currently helping to support a large scale introduction of the ITIL processes (at least some of them) to a large military organization. While there is a lot of focus […]
Certification training vs tools
A number of our customers are struggling with how to implement training programs to support their service management initiative. Many approach the training need from a tools point-of-view. In other […]
Does cloud computing spell death to ITIL?
I recently overheard someone suggest that cloud computing could be “the death of ITIL.” This underscores a claim I’ve made for some time…that most people STILL think of ITIL as […]
Making sense of cloud computing – Part 1
One of our customers asked us to produce a short course on Cloud Computing. While it’s always easy to chalk this up to yet another round of IT Buzzword BINGO, […]