Columns
  • 11/03/2013 A service-type dependency adopting process and tooling
    There is intense debate about the value of methodologies. Supporters and opponents regularly cross swords. Being (un)valued, ITIL and other methodologies are no different to any other item being...
  • 07/03/2013 Best Practice? Schmesse Practice!
    The term “Best Practice” has been part of our lexicon for at least the past 20 years now. It is used to describe everything from how to install and configure software to how to run IT operations (...
  • 06/03/2013 Part 1: What is ITSM Process Consulting?
    What is ITSM Process Consulting? ITSM Process Consulting is planning, designing, verifying, implementing and training on the ITSM best practices (which addresses the specific customer’s requirements...
  • 01/03/2013 Time for an ITIL Diploma
    More people than ever are using ITIL. More people than ever are studying ITIL. It continues to guide service management activities in large and small organisations worldwide. But at the same time no...
  • 01/03/2013 ISACA®, COBIT® 5 and The Rolling Stones – a prize competition
    ISACA® got started over 45 years ago in 1967 COBIT ® was created over 16 years ago in 1996 The Rolling Stones started-up over 50 years ago in 1962 Here are lyrics from 7 Rolling Stones songs that...
  • 27/02/2013 Back to the Future ... of ISM
    The year I started in my Computer Science degree in 1974 was also the final year for the first ever graduating class in Computer Science at my university. From 1974-78, all but one of my Computer...
  • 25/02/2013 Excerpt from an upcoming novel on ISO 20000
    This column is an episode of an upcoming book on ISO20000. Not the regular text book full of diagrams, checklists and processes, but a story in the format of a novel. The story is based on the...
  • 20/02/2013 IT Service Management and Audits
    I recently participated in an audit and the whole process got me thinking. As an IT professional, I have long understood that gaining agreement and acceptance to the need to document is difficult. My...
  • 20/02/2013 Where is Service Asset Management defined in ITIL v3 - SACM?
    Is Service Asset and Configuration Management the right name for this process?Does this name really support its process activities? Any English speaking person would assume and understand Service...
  • 18/02/2013 COBIT 5 and Information – a new area to explore
    Information and enterprise information systems are major new COBIT 5 topics.  The COBIT 5 Foundation Certificate course and exam launched in November 2012 now includes Information – something...
  • 12/02/2013 Secret Business
    IT should understand business better and all IT activities should be based on business needs. IT should talk more with the business. All true. But sometimes this is not so simple. There are cases...
  • 12/02/2013 Management is......
    During the last two weeks I've twittered a few times on the topic of "management". The tweets were retweeted several times, and I received comments that people liked them. It looks like "we may have...
  • 08/02/2013 Begin the new year with endings!
    Its been a hectic year in 2012, and with the economic crisis still ranging world wide, initiatives for improvement and the stress on cost effectiveness have never been more important. There are many...
  • 05/02/2013 Closing the Loop....Again
    Jan having politely reminded me that, as a columnist, I’m supposed to actually write a column once is awhile so I’m doing the right thing by closing the loop and…..well, you get the point. It’s been...
  • 23/01/2013 Role of Identity Management in Organizations
    Identity management has been in great demand, popularity and has been proving that IDM is very essential, mandatory for service providers, customers and many organizations. Many organizations have...
  • 22/01/2013 Top 10 Considerations for your ISO 20000 Certification Journey
    Many Customers that I have consulted across the globe are quite apprehensive of the fact that ISO 20000 consumes laborious effort and investment to achieve the milestone. In reality it is not a...
  • 14/01/2013 Effectiveness and Maturity of Process
    Recently there were some discussions on how to evaluate the effectiveness and maturity of a process and here are some detailed thoughts like a checklist: Effectiveness of a process can be evaluated...
  • 14/01/2013 How to create awareness on ITSM Practices in an Organization
    [updated] Awareness on ITSM is the most important foundational work for effective implementation of ITSM practices. Here is my approach on creating awareness for ITSM practices in an Organization....
  • 08/01/2013 ITSM ORBIT or How to help a tail to wag the dog
    We all know (I like to believe that we all do) that ITSM in a whole and ITIL in particular should be considered as a means for achieving specific goals and should not be considered as a goal itself....
  • 06/01/2013 The one-and-only Change Management process
    In one of our LinkedIn groups (ITIL& ITSM Best Practice), the issue of Change Management (CHM) versus Release Management (RM) was brought up. Some contributors in the discussion argued that these...