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Interview: Simon Morris, ‘Sneaking ITIL into the Business’
Ignoring the obvious may lead to a nasty mess I found Simon Morris via his remarkably useful ITIL in 140 app. Simon recently joined ServiceNow from a FTSE100 Advertising, Marketing and Communications...
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Planning for Major Incidents
Do regular processes go out of the window during a Major Incident? Recently I’ve been working on Incident Management, and specifically on Major Incident planning. During my time in IT Operations I saw...
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A Great Free ITSM & ITAM Process Tool (via #Back2ITSM)
Cognizant Process Model This is a very cool online tool for anyone in ITAM or ITSM. COGNIZANT PROCESS MODEL This great resource was kindly shared by Shane Carlson of Cognizant. Shane is a founding...
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The ABC of ITSM: Why Building The Right Process Matters
Attitude, Behaviour and Culture (ABC) - this sets out to ensure that the human aspect of ITSM and service delivery matches that of the IT implementation. This article has been contributed by Ben Cody...
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Request Fulfilment in ITIL 2011
"ITIL 2011 sees a hefty revision for the Request Fulfilment process." What is it? The ITIL® Request Fulfilment process exists to fulfil Service Requests – for the most part minor changes or requests...
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The RBS Glitch – A Wake Up Call?
More than a fortnight (from the last couple of weeks of June) after a “glitch” affected Royal Bank of Scotland (RBS), Natwest and Ulster Bank accounts, the fall-out continues with the manual processing...
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ITSM User Personas
Persona: "the aspect of someone’s character that is presented to or perceived by others" During my time in IT Service Management I’ve read my fair share of process and policy documentation. In fact, I...
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How do you resurrect your processes?
Ensure processes become stepping-stones instead of stumbling blocks for your organization Let’s face it, processes are boring at best necessary yes, but not something that gets people out of bed in...
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Running Your Change Management Process
“When implementing Changes it’s not just a case of hitting a bit red button and shouting “fly my pretties, fly” to an imaginary army of flying monkeys” Following on from my previous post about...
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ISO/IEC 20000 – An Opportunity to Grow
This article is a guest post and has been contributed by Drago Topalovic, ITIL & ISO20000 expert. The first thing to consider when implementing best practices and standards in service management...
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