Tag Archives: ITIL

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 […]

Why Continual Service Improvement Is the Crème de la Crème of ITSM

Have you ever thought about the truly basic concepts underpinning continual service improvement (CSI)? Let’s take a look at the words themselves. “Improvement” The main point of CSI is to deliver improvement, so I think it makes sense to start with that word. Often individuals’ preconceptions of improvement limit the scale and scope of what […]

Continual Service Improvement: More than Process Improvement

It’s important to be good at what you do. In practice that means striving to get better and better. This is a popular attitude and behaviour in IT service management (ITSM), and there is a range of assessment products to measure ITSM process maturity – all basically built on a concept of comparing what is […]