Category Archives: IT Service Management (ITSM)

10 Things You Need to Know to Be a Better ITSM Leader – Part 2

In my previous blog, I recounted how I had recently finished the book The Bassoon King by Rainn Wilson and how the ten life lessons or truths that he knows are “sure things” inspired me to think about my IT service management (ITSM) equivalents. That blog listed my first five sure things, which related to being […]

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 […]

The A to Z of ITSM

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 […]