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 […]
In the IT service management (ITSM) world there’s often talk of the need for configuration management and configuration management databases (CMDBs), and also IT asset management (ITAM). It can seem a steep challenge for many organizations, but it doesn’t mean that you can’t start with something far simpler – inventory management. It’s all well and […]
It’s always fun to sit and talk with 2nd line support folks – the ones who actually understand the technological whatsits and thingamajigs that underpin all our IT services. And it’s especially enjoyable if done over a drink or two, and when you get them onto the general intelligence level of the users they support. […]
Incident management plays a key part in the IT service management ecosystem and in keeping businesses running. But what are the key things that need to be considered when optimizing your incident management capability? Incident management, like Maverick’s need in “Top Gun,” is often all about speed (but not always).
I’ve been talking a lot about getting back to basics with incidents and all other things IT service management (ITSM) related – and with good reason. While us IT guys like to think that our job is all about cool new stuff, the reality is that the ITSM basics have been around for a long […]