For those of us in the IT service management (ITSM) space, DevOps appeared on our scene around five years ago. And at that time, to most in ITSM, DevOps was seen as an outsider pushing in to places it didn’t know enough about. Specifically, it seemed to be an entirely development-driven concept that suggested IT […]
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 […]
IT service management (ITSM) and ITIL, the most commonly adopted ITSM best practice framework, are both full of terminology. Just look to the names of the 26 ITIL processes, some of which are pretty self-explanatory but sadly some aren’t. So if you’re just starting out with ITSM and ITIL, I’m wondering which are the most […]
Is your organization thinking about creating a service catalog and service request catalog (or starting over with it again)? It can be a daunting undertaking (and “undertaking” always seems such a terminal pursuit), but a well-thought-out service catalog (plus the associated service portfolio management activities) can add tremendous value to your organization. Service catalogs provide insight and help us […]
There’s a lot of IT jargon in the IT service management (ITSM) space, much of which has been created as part of ITIL, the most commonly adopted ITSM best practice framework. Try naming the 26 ITIL processes for instance. But which are the most important words in ITSM?