ITSM analogies

Many of the misconceptions about ITSM spring from the god-awful analogies we use. Restaurants, utilities, consumer electronics... none of them bear any resemblance to the realities of Real IT.

Merry Christmas from the IT Skeptic

PohutakawaTo all our readers whatever your religious persuasion, whether it be Christian, Muslim or Itsm, we wish you the complements of the season and best wishes for the year to come.

A review of Governance of IT

Here is an important book: Governance of IT, by Alison Holt. Everyone in any role of authority in IT should read it, and anyone else would benefit from a better understanding of governance as well - it is a horrendously misunderstood and misused term.

Better still, everyone in executive management or governance of any organisation should read it. Well I can dream.

What is a service desk?

I see endless statements about the "death of the service desk". FFS MAKE IT STOP. The people who make these statements exhibit a pathetic understanding of service management.

People work for money

Seen on Twitter: "The greatest reward for a person's labor is not what they obtain from it but rather what they become by it."
Bollocks.

Axelos and itSMF sign an ITIL agreement to nothing much

Axelos and itSMF have signed a Memorandum of Understanding over ITIL. It took a while and it doesn't seem to say much (though who would know for sure as we don't actually get to see it). I guess this is a reflection of the strategic importance of itSMF to the business of ITIL, i.e. not much.

Axelos release roadmaps for ITIL and PPM PRINCE2

Axelos today released their roadmaps for the development of their ITIL and PPM products.

Runaway emotion

Business is not about emotion. That is not to say it has no place for it. Business is about humans interacting to a common and productive purpose, so clearly emotion has a place. But it shouldn't rule us. We make a space for intuition, instinct and passion, but we structure and guide business with rational thinking.

Thoughts on SMcongress and the future of ITSM

The Service Management Inaugural Congress (SMCongress) is the output of the "RevNet" event at the 2013 Fusion ITSM conference in the USA. As a few of you know, twenty-something ITSM thinkers got together in a room to see what would happen. This happened. It has been followed by some unlovely debate and a number of articles.

I had hoped SMcongress would pass me by, but it seems not. A number of you really want to know what I think about SMcongress, (especially those who would like me to say the things you can't), so here you go.

In summary, SMcongress is full of emotion and short on ideas, it lacks clarity or focus, it is addressing the wrong problem in the wrong way, and like all these collaborative "community" movements in business it is unlikely to come to anything. If it can be built upon to create focus, to get back to useful outcomes, and to address the real issues, then its passion, inclusiveness, and energy might be harnessed to some good. I offer here three concrete solutions to the issues of IT and ITSM that I think SMcongress should be focusing on.

Syndicate content