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Podcast Episode 8: ITSM Outside IT

ITSM Review Podcast Episode 8: ITSM Outside IT – Enterprise Service Management In this episode Barclay Rae, Shane Carlson from Fruition Partners and Martin Thompson discuss using ITSM principles and technology outside the IT department – known as Enterprise Service Management. Topics include: Shane reports that 3/10 new Fruition projects are outside the IT department HR is a leading area... 

Project success with Organizational Change Management (OCR)

Prepare for three camps in your communications This article has been contributed by Mike DePolis, ITSM Practice Lead at Fruition Partners.  Organizations that are undertaking an ITSM initiative all too often leave out the centerpiece of success, or merely give lip service to it. Whether your organization is undertaking improvement of a single process, an entire transformational change, or even an... 

Knowledge14, steal like an artist

In this article, I hope to capture my thoughts and experiences from Knowledge14, the ServiceNow annual conference. See an early preview from the first day here [Live from Knowledge14 – ServiceNow preview Kanban visual tasks boards] Steal like an artist Fred Luddy, CPO and Founder of ServiceNow, quoted Steve Jobs during his keynote: “Good artists copy, great artists steal” ~ Steve Jobs Fred was... 

2013: A Year in ITSM Review

Merry Christmas and a Happy New Year! As 2013 begins to draw to a close, I thought it would be nice to finish off the year with a final article that’s an overview of what has happened at the ITSM Review over the last 12 months.  That’s right, this will be our last post for 2013 because the entire team is heading off to fill their faces with mince pies and sherry. But don’t worry we’ll be back... 

How to conduct an ITSM assessment that actually means something

ITIL (Information Technology Infrastructure Library), a standard framework for managing the lifecycle of IT Services, is sweeping the U.S.   Based on a 2011 analysis of 23 ITIL studies, Rob England concluded that the compound annual growth in ITIL adoption was 20%± and that ITIL training attendance increased at a compound annual rate of 30% for the past ten years.  Despite this apparent surge... 

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