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Home » Archive for August, 2013

The ITSM Diet

I am undergoing a very personal transformational change right now. I am trying to learn how to eat in the real world and maintain a healthy weight. I had really let myself go. No exercise, eating too much, eating the wrong things and not caring. The results: 360 lbs.; the inability to walk at least 50 feet without wheezing; acid reflux; and an impressive expanding waistline. I felt horrible. My body... 

Applying Agile principles to Service Management

“A man who chases two rabbits catches none.” Regular readers of my blog on The ITSM Review, or over at ScrumProUK know that I enjoy exploring the gap between the worlds of IT Service Management and Agile development methodologies. Today I wanted to go back to basics, back to square one and start over by explaining why you – as a reader from the world of Service Management or corporate IT... 

Taking a look at OBASHI in action

In this second article we’re going to look at how OBASHI fits in with other IT frameworks, standards and methodologies. If you missed part 1, read it here. The modern business is a complex organisation. People, technology and processes work together to generate revenue and deliver business outcomes. Many businesses do not have a full picture of how all their component parts fit together. This creates... 

And the winner is…

We recently gave all you lovely people the opportunity to win a Kindle Fire in return for writing a review on Rob England’s (a.k.a ‘The IT Skeptic’) latest book “Plus! The Standard+Case Approach: See service response in a new light”, and today is the exciting day when we announce the winner! With all of the reviews in, Martin Thompson took his place at the judging table and began reading... 

The $6BN Gorilla

One of my personal indicators gauging the success of an enterprise software vendor in a market is the ‘grumble factor’. This is an anecdotal measure that says – you can usually tell who is doing well in a market by the volume of other vendors grumbling about them. Successful vendors in the ascendancy are often accused of being ‘aggressive’, ‘discounting all over the place’ and ‘killing... 

IT Knowledge Management – Spreading the Word!

Anyone with experience in IT support knows the importance of knowledge in reducing resolution time. Anyone with math skills can extrapolate business value from rapid resolution. Despite its obvious benefits, Knowledge Management (KM) remains a frustration for a vast majority of enterprises. Why? Because organizations continue to approach KM as a monolithic publication effort with ancillary inputs from... 

What exactly is "OBASHI"?

OBASHI has nothing to do with President Obama! A year ago, asking the question “what is OBASHI®?” might have got you some interesting answers.  A sneeze, a martial art, and rather brilliantly ‘OBAMA bashing’ are all suggestions we’ve had. In the last 12 months, however, I’ve seen a turnaround. OBASHI is getting recognised for what it is – a simple, easy to adopt methodology that maps... 

Customers are not your top priority

There is this myth that IT (or any service provider) should be utterly focused on customers; that a customer obsession is the secret sauce to IT success; and that unhappy customers mean we in service have failed. Railroads don’t bear this out. Railroads in the USA have fought tooth and nail with their customer base for decades.  After the Second World War, freight customers decided the railroads...