Tag Archives: ITIL

How to Use Kaizen to Drive Service Improvements (Part 2)

Many IT organizations will admit to the fact that they could be somewhat better at getting better, i.e. better at improving operations and services. My previous blog introduced the concept of Kaizen as a philosophy and approach that aids continuous service improvement (CSI). This time around I want to get more practical, talk about the HOWS: […]

The 7 Habits of Highly Effective Release Managers

Aha, the highly-effective series continues. Release management is often a misunderstood process, or capability, with the dividing line between it and change management often blurred. Let’s try to clear the blurriness in this blog. Release management is the process that deals with major deployments, aka “the complicated stuff,” and its scope extends to hardware, software, […]

The 7 Habits of Highly Effective Knowledge Managers

Knowledge management is playing an increasingly important part in the IT service management (ITSM) ecosystem, and in keeping businesses running. It encompasses everything from supercharging service desk agents, to facilitating end-user self-help, to providing the fuel required by new technologies such as artificial intelligence, machine learning, and chatbots. ITIL describes knowledge management as the process […]

The 7 Habits of Highly Effective Problem Managers

Problem management can be one of the most beneficial IT service management disciplines, but it can also be one of the most difficult to justify and maintain. How well you do – both initially and longer term – depends not only on your problem management process but also the effectiveness of the people involved. Problem […]