Author Archives: Joe the IT Guy

ITSM 101: Emergency Change and Why “No” is a Good Starting Point

If you’ve attended an ITIL Foundation course, you’ll remember learning about emergency changes, and the role of the ECAB – the emergency change advisory board. In many cases, the ECAB is presented as something of a “rubber stamp,” helping a change manager “cover their back” by getting an emergency action signed off by senior staff. […]

Why Continual Service Improvement Is the Crème de la Crème of ITSM

Have you ever thought about the truly basic concepts underpinning continual service improvement (CSI)? Let’s take a look at the words themselves. “Improvement” The main point of CSI is to deliver improvement, so I think it makes sense to start with that word. Often individuals’ preconceptions of improvement limit the scale and scope of what […]

Where Is the IT Service Desk in a DevOps World?

As more companies move to adopt DevOps practices to improve IT performance (my company included), I was thinking to myself – is it clear how to blend this with our existing IT service management (ITSM) activities? These existing ITSM disciplines and processes, often based around ITIL, have served us well for many years. So although […]