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Industry News Roundup inc The New Sheriff of the Web

No time to read all the interesting news and info floating around social media and appearing in your inbox? Read our round up of what we’ve found interesting this week. Print Everything. – Matt Beran (officially the most fidgety man in ITSM), Matt Hooper and Mark Kawasaki talk productivity tools, podcasts and print services. Watch here First NHS IT Service Desk In England To Secure 3-star Accreditation... 

Advice for Building Your House of Change Management

“To improve is to change; to be perfect is to change often” – Winston Churchill It’s inevitable that we will encounter change throughout our personal and professional lives. New products are launched by businesses; people move house and football teams get promoted (but sadly not my beloved Derby County this season). Many organisations will have some sort of Change process, but in my experience,... 

How do you resurrect your processes?

Ensure processes become stepping-stones instead of stumbling blocks for your organization Let’s face it, processes are boring at best ­ necessary yes, but not something that gets people out of bed in the morning. Maybe it is the control it tries to exert on the masses ­ like an authoritarian adult trying to keep the kids under control. We are all a rebellious lot ­ and the same goes for our rocky... 

People and products: we all get old eventually

We all know that as we get older we lose some of our faculties and our usefulness changes. One interesting aspect of ageing workers is that it isn’t just about being good, bad, better or worse. In many jobs – and jobs as diverse as consultancy and bricklaying come to my mind – the actual deliverable usefulness changes as our strength and endurance fade but knowledge and experience grow to... 

ITSM Community Mixed on Announced Process Additions

New process additions are met with mixed emotions from the ITSM community Authorities today announced the addition of new processes to the IT service management frameworks. It’s long been recognized that many common practices have thus far been shunned in the popular ITSM frameworks. Early reports indicate numerous new processes, functions and roles are being added to the guidance. Long ignored,... 

Lather, rinse and repeat your process

Lather, Rinse and Repeat (LRR). Straightforward instructions. Hard to mess up. Or is it? If you follow these instructions, when do you stop? The phrase has come to be indicative of two things; a) a way of pointing out instructions, if taken literally, would never end (or would continue at least until you run out of shampoo), or b) “a sarcastic metaphor for following instructions without... 

Tough Talk – Why Crucial Conversations are the heart of ITSM adoption

I started the day with great expectations. We had a new process. We had spent a lot of time designing and tweaking. And so I went into my meeting excited to explain the new process. Alas, I was not ready for what was about to happen. Barely ten minutes into the explanation of the process, the first salvo was fired: “This is not what we do. That will not work.” The exchange over the process... 

ITSM User Personas

Persona: "the aspect of someone’s character that is presented to or perceived by others" During my time in IT Service Management I’ve read my fair share of process and policy documentation. In fact, I think I’ve had the misfortune to read more than my fair share. Process documentation is important, don’t get me wrong. Without someone taking the time to write down the intention,... 

The "Fantasy" ITSM team

Who would be in your fantasy ITSM implementation team? After years of experience deploying ITSM solutions in a variety of customers,  and in the midst of a major soccer tournament here in Europe which brings out the managerial expert in football-watching folk, I found myself musing on what would be my “Fantasy” ITSM team. What is that seemingly mythical combination of team members that... 

Request Fulfilment in ITIL 2011

"ITIL 2011 sees a hefty revision for the Request Fulfilment process." What is it? The ITIL® Request Fulfilment process exists to fulfil Service Requests – for the most part minor changes or requests for information. Request Fulfilment landed on us in ITIL v3 when there was now a clear distinction between service interruptions (Incidents) and requests from users (Service Requests for example... 

Product Group Tests

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