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About ITIL

About ITIL

While ITIL has been around for approximately 30 years, there is still much to learn about the best practices for Service Management.  In this article, we answer many of the common questions that people ask, starting off with the basics of ITIL and...

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ITSM Process: What is the Problem?

ITSM Process: What is the Problem?

I have led and participated in many ITSM process improvements, and tool implementations. During these requirement gathering sessions, the team presents solutions. While they seem to address the concern, they'd disappoint if implemented without the definition of a key...

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Change Manager Challenges

Change Manager Challenges

Within Service Management, the role of Change Manager is unique to their peers.  They regularly face challenges different from those of a Problem Manager or Incident Manager.  Below are four challenges that Change Managers regularly face. Change Manager: “It...

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ITSM Maturity: The Checklist Illusion

ITSM Maturity: The Checklist Illusion

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...

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Successful ITSM Tool Selection

Successful ITSM Tool Selection

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...

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Preparing for ITIL 4 Maturity Assessment

Preparing for ITIL 4 Maturity Assessment

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...

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