Columns
  • 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...
  • 14/12/2012 Review of first COBIT 5 textbook: COBIT 5 - A Management Guide
    My personal review of this book. Author: Pierre Bernard Van Haren Publishing, ISBN 978-90-8753-701-2 Published November 2012. It was a real surprise to discover in late November 2012 just as the...
  • 15/10/2012 Increasing First Time Fix
    Increasing First Time Fix – A Service Improvement Priority First Time Fix (FTF) is a great service management metric, as it’s the one that indicates the most gain in customer satisfaction if improved...
  • 01/10/2012 The problem with ITSM is ITIL
    NOTE: What is described below is, by admission, is a bit of caricature of what actually happens, but the message is that as long as organizations continue to approach ITSM in this way, they will...
  • 01/10/2012 Will the true Service Management Plan rise?
    I'm puzzled. Looking at ISO20000, management commitment should be illustrated by "ensuring that the service management plan is created, implemented and maintained in order to adhere to the policy,...
  • 27/09/2012 What can be considered WARRANTY for a managed IT service?
    In the plethora of IT offerings companies are faced with, products and services have become extremely competitive not only with regards to price, but also in offering their assurance that what they...
  • 23/09/2012 ITIL and Risk Management
    I just ran into a LinkedIn posting where one of the members asked "Is Risk transfer become the contingency plan or it is risk mitigation plan?" This again confirmed my idea that people can't use ITIL...
  • 03/09/2012 10 Things your IT Service Desk should NOT be doing
    Is your IT Service Desk managed efficiently? If any of these things are happening, perhaps it is time to have a look at the way you manage your IT support staff and make some improvements. 1 -...
  • 14/08/2012 10 tips for managing the Human Side of IT
    The success of an IT department does not solely depend on having the best hardware and latest software. In fact, these alone do not guarantee efficiency if the people working in IT Support are not...
  • 23/07/2012 Does “IT management” always require “service”?
    IT is one of the enterprise assets, potentially valuable. The common opinion regarding its value evolves together with corresponding frameworks, standards and practices. This evolution drives...
  • 08/06/2012 A chance to get back to the future
    Many older ITSM professionals - like me - started our careers in IT by writing computer programs. In my case that was FORTRAN on an IBM mainframe in 1968 but for many it was BASIC on a home computer...
  • 06/06/2012 Legal IT: A New Model to Suit Changing Demands
    As law firms change in structure and size, often expanding globally, their IT support model also has to evolve. With a great deal of growth expected to come from overseas countries, particularly...
  • 02/06/2012 Creating Business Opportunities in Market Recession
    As the news continues to come in that we are slipping into a recession, company executives are preparing for the inevitable: tighter budgets, higher levels of accountability and a need for greater...
  • 31/05/2012 The Cloud Changes Everything – Service Management more important than ever
    A recent article on Tech Republic discusses the IT jobs that will be changed as result of the cloud. Some of the more interesting points to me though are below: The upshot will be whereas 70 per...
  • 25/05/2012 So you’ve been asked to write an SLA
    It seems that perfection is reached not when there is nothing left to add, but when there is nothing left to take away[Antoine de Saint Exupéry] NOTE: This article assumes the reader has a basic...
  • 03/05/2012 Introduction to COBIT 5
    Control Objectives for Information and Related Technology (CobiT) is a set of best practices for Information Technology management developed by Information Systems Audit & Control Association (...
  • 03/05/2012 ITIL Master is here but with strong competition
    The ITIL Master qualification is at last available (April 27 2012).  Those holding the ITIL Expert certificate now have an opportunity to prove their expertise in implementing ITSM best...
  • 25/04/2012 IT Service Management (ITSM) and Service Desk Implementation Best Practices
    IT Service Management & Service Desk implementation is a promising potential which draws an framework of service delivery, although as way of capturing comparative advantages in the face of the...