What is the market share of your service desk?
According to my studies it is less than 20%, as users need on the average six (yes six!) attempts to solve a single problem. Do you know your numbers?
Let me first explain what I mean by ‘market...
The journey towards enterprise governance of IT
Here is my view of the development path that has led from corporate governance to IT governance to the enterprise governance of IT.
Corporate Governance beganIn nineteen ninety-three(which was rather...
Lesser-spotted ITSM frameworks - 6
Let me start by asking a question: How many authority documents relating to IT are there in the world?
By “authority documents” I mean documents that set the rules for IT, i.e. they describe...
Making progress in ITSM during difficult economic times
In February 2009, the International Monetary Fund’s (IMF) managing director, Dominique Strauss-Kahn, said that the world’s advanced economies, the US, Western Europe and Japan, are “already in...
Are you really doing IT financial management?
All organizations are budgeting and accounting for IT. Is this enough to say that they are really doing IT financial management properly? Read the opinion of our subject matter expert, Maxime Sottini...
Why are so many people discussing incident management?
It is rather strange that there are suddenly several discussions on different forums on the nature of an incident. I have also noticed that the word incident is the top search term for hits on my...
Laissez-faire demand management in ITSM
A good capacity manager can do well for one dollar what any fool can do badly for ten (with apologies to Nevil Shute). The prime objective of capacity management is the provision of a consistent,...
Lesser-spotted ITSM frameworks - 5
FITS (Framework for ICT Technical Support) is a public domain “ITIL-lite” that is easily deployable using its implementation and operations guides and toolkits. FITS V2 is imminent.
Service Level Agreements are not enough
There are a lot of things that I'm interested in writing about, one of the bigger topics being "Cloud Computing". Unfortunately, we cannot start there. There's some important, foundational work to be...
Lesser-spotted ITSM frameworks - 4
In this article on risk management frameworks, I’m going to review the latest framework: Risk IT.
Risk IT is an enterprise risk management framework designed for assessment and management of IT-...
Lesser-spotted ITSM frameworks - 3
In the third of my articles on frameworks for Risk Management, I’m looking at The Standard of Good Practice for Information Security.
The Standard of Good Practice for Information Security (2007...
Lesser-spotted ITSM frameworks - 2
Here in the second of my series on Risk Management frameworks I’m going to look into OCTAVE.
OCTAVE Version 2.0 (2002-7)(Operationally Critical Threat, Asset and Vulnerability Evaluation) is a highly...
Can OGC fix the fatal flaws of ITIL V3?
I finished my previous column just before the announcement of the new version, sorry edition, of ITIL. Now that OGC has announced that there will be a new edition, let’s try to estimate whether they...
IT’s as simple as ABC….but we still don’t get it!
More than 10 years ago we gave our first ABC worst practice presentations around the world at ITSM conferences. ABC stands for the Attitude, Behavior and Culture within IT organizations. The...
The four fatal flaws of ITIL V3
Things made by humans are hardly ever perfect, except babies. But sometimes people create near perfect songs, paintings, houses or books, to name a few examples. Original itil (by itil by writing...
Lesser-spotted ITSM frameworks - 1
There are many ITSM frameworks and standards. The diversity has not yet reached that of the insect world but it is growing fast.
At a conference that I attended in 2005, a senior member of the COBIT...