ITSM success is driven by people and policy

Get your people right and policy (roles, rights, rules, goals) clear, and then everything else will work out: processes, tools, results...

The IT Skeptic's Big Ideas

Every year I seem to run with one or more "Big Idea". Often they are not my original idea. Some are. For the others I try to bring a fresh perspective to them.

Use verbs to describe services

A service is not an object, a thing, or *shudder* a technology.
A service is an action, an activity, and the people who perform or deliver it.

A service is active not passive.

So consider using verbs to describe your services:

Axelos selling ITIL?

The IT Skeptic has seen paperwork today that appears to confirm big news for ITIL. Yes folks, we believe Axelos has sold ITIL® to a consortium of independent ITSM consultants.

Google enters the fitness device market

After the demise of their flagship innovation product, Google Glass, Google have come back strongly with the release of their new body monitoring device, part of the ChromeBit family, as a direct challenge to fitness monitoring devices such as FitBit.

Axelos Consulting Partner (ACP) Programme

Axelos recently announced their Axelos Consulting Partner (ACP) Programme to licence ... er I mean "formally recognize [sic]" consulting organisations practicing in all areas of Axelos "global best practice" including ITIL and PRINCE2. They're putting the squeeze on.

Service Management Truths #SMTruths

Recently i started a hashtag on Twitter #SMTruths to track reflections on the profound fundamentals of service management, the enduring truths that underly all the more complex ideas we lay on top.

Who owns the system during the go-live warranty period?

Transitioning a project into Production is a complex process. One of the trickiest parts is transitioning responsibilities.

"Go-live" is sometimes seen too simplistically as a handover to Operations, as if Ops will magically run it from Day One without help. Or DevOps sees it the opposite way, where Operations plays a minor role forever.

There needs to be a transitional phase.

Darwin doesnt justify change

monkeyI heard this one again recently: "survival of the most adaptable". To be clear: Darwin did NOT ever say "It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is most adaptable to change." Because it is NOT true. Change is not essential and it certainly isn't always a good thing.

Agile is an excuse for chaos?

I tweeted a while ago "Agile is an excuse for chaos in the same way ITSM is an excuse for bureaucracy", i.e. it isn't. But if it's done badly it is, and that's how opponents unfairly characterise it (equally true for Agile chaos or ITSM bureaucracy).

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