Category Archives: Best Practice Frameworks

Blending Agile, Lean, and ITSM for Better Business Outcomes

I’m old enough such that my IT career began long before popular IT “movements” or frameworks – whether that be IT management or IT service management (ITSM). Back then, our IT and ITSM best practice was learned through trial and error, and based on the documentation given to us by our suppliers, as well as […]

Resilience Engineering and the Five Missing Teeth of Availability Management

“Do as I say, not as I do” is an instruction that most children are familiar with. Their questions receive the shriek “Because I’m your mother!” or father. Such vacuous guidance is frustrating because the child doesn’t learn why something should be done, or how it should be done, correctly. So children instead seek the […]

8 Things that Stand Out in the New ITIL Practitioner Guidance Book

It’s not often that I admit to being excited by a new ITIL publication – the popular IT service management (ITSM) best practice framework, formerly known as the IT Infrastructure Library. Having passed the ITIL v2 incarnations of the ITIL Foundation and Manager’s courses over 10 years ago, I have since read up on the […]

Dear Axelos, ITIL Needs Cybernetics

In ITIL 2011 – an IT service management (ITSM) best practice framework – there’s five books covering nearly thirty ITSM processes. And as to be expected with any large publication covering a complex sociotechnical system there’s a large, hidden undercurrent of human behavior flowing through it. In my opinion, the human aspects within ITIL feel […]

6 Reasons Why You’re Going Wrong With ITIL

Congratulations, you’re a newly-certified ITIL* professional – eager to start adopting the ITIL framework in your organization. You’ve read the books, you’ve sat the course, and you’ve even passed the exam. But what if putting what you’ve learned into practice isn’t as straightforward as you originally thought? As per the old adage “There’s many a […]