Tag Archives: change management

5 Tips for Coping with the Service Desk’s Post-Holiday Rush

Who doesn’t love the holidays? The feeling of goodwill, the great TV, seeing friends and family. How awesome is the holiday period? But here’s the thing, when the first week of work post-holidays rolls around, having chocolate for breakfast and drinking your own body weight in alcohol will become a distant memory once reality sets […]

The 7 Habits of Highly Effective Change Managers

Change managers wear a number of different hats in ensuring that changes to the corporate IT estate are applied in a speedy, yet controlled, manner. ITIL IT service management best practice outlines how change management should work, but what are the key things an effective change manager should be doing? Change management is the IT […]

Cloud Prefers Squads and Tribes Over Taylor’s Silos and Towers

It was over one hundred years ago that Taylorism, or scientific management, reached its peak of influence as the go-to management and organizational theory, with Frederick Taylor himself using a term that’s very familiar in today’s IT service management (ITSM) industry – “process management.” One hundred years since that peak, ITIL and similar IT management […]

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. […]