Why ITIL 4?

By now you have no doubt heard that ITIL 4 is coming and if you are like most, there are a lot of questions, the biggest of these being simply “Why?” Well, to answer that, [...]

By | January 9th, 2019|0 Comments

Controlling Costs in Cloud Services 

“You Can’t Manage What You Don’t Measure”  I’m sure you’ve heard the adage. The wording may be slightly changed but the meaning has never changed, “you can’t manage what you don’t measure.” Just like all [...]

By | December 20th, 2018|0 Comments

Why Information Technology Infrastructure Library Became a 4 Letter Word

  In the US in particular, we have a habit of calling out words we don’t care for, words that represent something reprehensible to us, as being a ‘4 letter word’.  Never mind if the [...]

By | December 11th, 2018|0 Comments

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 yourself [...]

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|1 Comment

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 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