Columns
  • 25/01/2011 The important things in life – family, health, happiness and IT Service Management?
    As 2011 started I had the opportunity to reflect on the important things in life, and amazingly enough, spending time fretting over ITIL V3 refreshes and qualifications was not on my list.  Does...
  • 18/01/2011 ITIL Capacity Management and "The Cloud"
    Sadly it is no secret that the popularity of ITIL has taken a downturn in the last couple of years.  This has been partly down to the economic climate, with companies unwilling to invest in...
  • 12/01/2011 Is ITIL V3 foundation training sufficient for organizations undertaking a service management transformation program?
    Most organizations undertaking a new service management initiative have enough good sense to establish a common language and understanding of frameworks such as ITIL at the outset of their program....
  • 04/01/2011 2011 – a prime year for Continuing Professional Development (CPD)
    If you have made a New Year’s resolution to continue developing your career in ITSM then you may wish to gain new qualifications. This column is intended to give you some suggestions on relevant and...
  • 30/12/2010 2011 – The year IT service management “grows up”
    As I have recently taken a new position within a new company myself, I have had to do a lot of thinking about the future of information technology, IT service management and trends that affect not...
  • 30/12/2010 Looking back at a year of ITIL Foundation classes
    Reflections on selling the Kool-Aid: looking back at a year of ITIL Foundation classes This site recently asked columnists for ITSM predictions in 2011, and so before looking ahead I thought I'd take...
  • 15/12/2010 Why does IT need to manage positive risk?
    A reader of my last column, What is risk?, asked whether it is necessary to manage the positive side of risk. The first thing that comes to mind in thinking about this question is because of the...
  • 13/12/2010 The Twelve Days of ITIL
    On the first day of ITIL my CIO gave to me a mandate to improve IT On the second day of ITIL my CIO gave to me, 2 months to do it, a mandate to improve IT On the third day of ITIL my CIO gave to me,...
  • 06/12/2010 Has ITIL killed Service Desk innovation?
    Yes, it seems so. The ITIL SPOC model is over twenty years old and it is definitely beyond its best before date. It is time to redesign it. Practitioners have been struggling with the conflict of...
  • 02/12/2010 Is YOUR Head in the Clouds?
    Buzz words in IT are common, acronyms galore but at the moment the one that keeps beating on my brain at every turn is ‘Cloud’.  They are everywhere and just like the real thing they look fluffy...
  • 01/12/2010 The relevance of Service Management
    I am honored to have recently been elected to the board of itSMF USA. My term officially began on December 1st and I am excited to have the opportunity to help set the direction of the...
  • 30/11/2010 At last, a top-class ITIL V3 book
    There has been much discussion about the ITIL V3 core books since they were published in May 2007 and clearly some people have been disappointed with these publications judging by the statement made...
  • 24/11/2010 ITIL v3 – should you bother?
    With the retirement of version 2 of ITIL, the Information Technology Infrastructure Library, organisations across all sectors are considering the implications of this change and whether they should...
  • 23/11/2010 Availability-3: Measuring service availability
    In my last two columns (Availability-1 and Availability-2), I discussed how to plan for availability.  In this final column on availability, I am going to discuss an approach to measuring...
  • 17/11/2010 IT service management – just how educated should you be?
    A common question when talking to clients is: what training does my staff need in ITSM and does that mean ITIL? So where do you start? The first question to be answered is: what are you trying to...
  • 10/11/2010 Six influencing factors to make ITSM projects succeed
    Every ITSM project involves a cultural change, or in other words a change of people’s behaviour and attitude towards their work. This is the most important and usually the least addressed part of a...
  • 08/11/2010 On empowered users, rogue & shadow IT, stealth clouds and the future of corporate IT
    Cloud computing can be seen as an important enabler for more user and business empowerment. Traditionally we consideredany IT outside the IT department’s purview“Rogue IT” or “Shadow IT”.  In...
  • 04/11/2010 An ode to the Service V-Model
    I have been teaching an endless series of ITIL V3 Foundation classes and sometimes I wished that the syllabus included the Service V-Model, which can be a decent vehicle for walking through the...
  • 04/11/2010 What do ITIL and the Kamasutra have in common?
    ITIL and the Kamasutra are both a collection of practices to be used as people see fit, and can both lead to a hazy state of ecstasy. The ITIL practice that springs to my mind in terms of...
  • 03/11/2010 Building the body of knowledge for service management – part 12
    In my previous column, I started to look at project management literature, particularly PRINCE2. I started with the books published by the official publisher for PRINCE2, The Stationary Office (TSO...