Tag Archives: IT service management

How Much Configuration Management Is Enough?

If configuration management is about capturing, maintaining, and using information about your assets, then every organization has some degree of that, and therefore some degree of configuration management. Surely just about everyone knows where most of their servers are, who’s on their team, what cell phones they support (and which ones they don’t), and what […]

Could You Explain Your ITSM to E.T.?

If extra-terrestrial intelligence reached Planet Earth, landing in your IT service management (ITSM) department and started to look around, what would they see, and what would they think was the job of said ITSM team? I think that in most companies, our alien friends would see lots of busy people, rushing around doing things: logging […]

Blending Agile, Lean, and ITSM for Better Business Outcomes

I’m old enough such that my IT career began long before popular IT “movements” or frameworks – whether that be IT management or IT service management (ITSM). Back then, our IT and ITSM best practice was learned through trial and error, and based on the documentation given to us by our suppliers, as well as […]

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 […]

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. […]