change management

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Change Management – Part 3

Part 3 of the Change Management Series. Why change?
Change Management – Part 2

Making change management stick- Four practices to encourage successful change
Change Management – Part 1

Ignore the people side of change at your peril As service management professionals, we all know the importance of the people side of IT. This fact is drummed into us at every training session, conference, webinar or other professional development event we attend. So why then is it still so hard to get it right? Why […]
A New Model for sustainable Service Management

ITSM is a Human endeavor, not a technical one. So why is it we always seem to place the focus on Tools and or Processes?
The Change Proposal is ITIL’s hidden Gem

A gem is small, all too easily to overlook, but very valuable. That pretty much describes something you find in ITIL® 2011 – the “Change Proposal”. It is a little nugget of best practice that has generated big return on investment for those who have used it – huge payoff with incredibly little up-front cost. […]
Incident Management Prioritization

Understanding the Behavior Priority Drives When it comes to service management, the 2 most critical processes to focus on are incident management and change management. One helps you implement new services into the environment, while the other ensures those services are properly supported. In this article, we are going to focus on incident management and, […]
Scrap your ITSM Processes

We usually refer to things like Incident Management and Change Management as “processes”. But we may be selling them short by doing that. Perhaps we should think of them (and treat them) as Services. This isn’t semantics – it’s mindset. What really is the difference between a “process” and a “service”? When we think of […]
The future of ITIL

Where to now, ITIL? With the future of ITIL® now in the hands of Axelos, this may be an excellent time to do some zero-based thinking on its next step. Much of the dilemma that ITIL® finds itself in now stems from its past. ITIL® started out as an acronym for IT Infrastructure Library. Its […]
The Perils of a ‘Lift and Shift’ Approach to an ITSM Tool Implementation

“Insanity: doing the same thing over and over again and expecting different results” Albert Einstein While not a medical definition, and I mean no disrespect to anyone suffering from mental illness, Albert Einstein was making a very important point with his definition of insanity. I interpret it as not making the same mistake twice. What’s […]