Blog

Clients often engage me to assess their ITSM maturity. During the assessment, I am introduced to the client’s culture, their knowledge of ITSM, and how they operate. To assess the current state of ITSM within the IT Organization, I begin by conducting interviews with...

In my many years in ITSM, I have often found myself linked to ITSM tool selection (or “ticketing systems” as we used to call them). I’ve been on the project team and tasked with implementing (and administering) 10 different ITSM tools. I have seen several demos of at...

Ever since the release of the ITIL 4 Maturity Model and related assessments, many people have asked me for information.  It’s been a great experience to be both an alpha and beta tester of the product. I'm also proud to say that I helped launch the Assessment service...