Sunday, December 2, 2012

Service Management Goals and Service Level Agreements

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(Much of this article is also posted as part of a co-authored piece on ServiceManagers.org ) What is the relationship between Service Lev...
1 comment:
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...