Developing Service Management Capabilities

  The Wikipedia describes IT Service Management by saying that “IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, [...]

By | November 29th, 2018|0 Comments

ITIL Training and Certification

  Do you speak the language?   I have spent the last 20+ years working in the field of IT Service Management.  In that time, I have had countless conversations with customers as it relates [...]

By | November 9th, 2018|0 Comments

“Help Desk Software” Is A Lot Like Gaming

And Other Fascinating Thoughts About ITSM Software Considerations     I, am a gamer. I know, I know, not something you really care about.   But it’s true.   Now, many of you may also be gamers. Or fancy [...]

By | October 22nd, 2018|0 Comments

Change Management and the CMDB 

Over the past 5 years as an ITSM Consultant,  I've been involved in hundreds of customer engagements designing and implementing ITIL processes including  Incident, Change, Problem and Service Request Management.  While thinking about my subject [...]

By | October 16th, 2018|0 Comments

ITIL Foundations and Beyond

ITIL Foundations and Beyond In my job as a senior IT Service Management consultant, I have worked with over 400 companies—the majority of those I worked with claimed to be “ITIL Trained”.  Unfortunately, it’s rare [...]

By | September 27th, 2018|0 Comments

Maximizing Your Cherwell Services

Taking Cherwell Beyond Expectations Cherwell Service Management is a world class service management platform, with many features specifically designed to maximize configuration while minimizing the required technical knowledge to make said configuration changes. This ITSM [...]

By | August 20th, 2018|5 Comments

Enterprise Software

Catching Fish Or Enterprise Solutions? More In Common Than You Realize? If you fished as a kid, you probably baited a hook and dropped it in the water. When you got older though, you learned how [...]

By | August 13th, 2018|3 Comments

Ivanti Service Manager

A Great Experience Using Ivanti IT Service Management Ivanti Service Manager, powered by HEAT, is the most affordable, flexible and complete cloud-optimized ITSM solution available. Automate workflows, eliminating costly manual processes while making your business [...]

By | July 20th, 2018|1 Comment

Enterprise Management

Enterprise Management Making The Connection I am consistently surprised, as a consultant, by the number of people, departments, and companies who decide that a service management tool can only be used for their IT (or [...]

By | July 10th, 2018|3 Comments

BMC FootPrints Service Core

BMC Software FootPrints Service Core It's Not Just For IT Service Management When organizations start reviewing their needs for an ITSM (IT Service Management) tool, generally the focus is on tracking Incidents, Service Requests or [...]

By | June 20th, 2018|1 Comment