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?
In part one of this blog I covered two possible causes of IT service management (ITSM) derailment: (1) the lack of executive support, and (2) silos in action (or this could have been “silo inaction”). In this post, I will cover another two possible causes and what you can do to improve the situation.
Sometimes it is a good idea to stop for moment, to take stock of where you are and where you want, or need, to be. Especially when you work in a hectic and high-pressure role such as IT support – I often feel that I’m so busy running around that I forget which direction I […]