Sunday, November 11, 2012

Is ITIL the Enemy?

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Is ITIL the enemy? At the end of ServiceNow's Knowledge12 conference in May, a presenter noted that the term "ITIL" had barely...
4 comments:
Monday, November 5, 2012

Lies, Damned Lies, and Statistics: 7 Ways to Improve Reception of Your Data

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* Now with a bonus 8th suggestion! Thanks to Stephen Alexander . "There are three kinds of lies: lies, damned lies and statistics ....
5 comments:
Thursday, June 7, 2012

Social is changing the game, in more ways than you think

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  Allow me to move off ITSM a bit. Trust me, I'll get back to it. I am not a social media expert, and I'm skeptical of many self-des...
Wednesday, May 2, 2012

ITSM Maturity Assessments: A Value-based Approach

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I am not a big fan of ITSM maturity assessments.  Don't get me wrong, I think we should DO maturity assessments; it's just that they...
3 comments:
Sunday, March 11, 2012

ITIL Secrets Revealed! Is it an Incident? A Request? A Problem? The definitive answer!

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There is no value in arguing the difference between Incidents and Problems. That doesn't mean you shouldn't have a clear distinction...
Friday, February 17, 2012

The Measure That Matters

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Is there any topic more discussed in ITSM circles than measurement? Between SLAs, response times, MTTR, average hold time, abandon rate, etc...
Friday, December 30, 2011

Should the Help Desk be the Place to Start IT Requests? Part 2

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In Part 1 , I questioned a fundamental assumption around IT services and how they are supported: that the Help Desk should be the place to s...
1 comment: