Measuring problem management

How best to measure your Problem Management practice?

On entitlement and bodies of knowledge

We've had two recent attempts to seed change in ITSM: SMCongess and SMArch [aka ArchSM or Taking Service Forward or TSF or Adaptive Service Model or ASM....] The response has not all been edifying.

Real IT is at three levels: governance, management and execution

There are three levels to IT: governance, management and execution. Only the execution layer can be decentralised or outsourced.

What's so creepy

I wish I had a deep psychological understanding of people's fear of internet openness. It is so often seen as creepy and privacy-violating. I see this reaction as paranoia and superstition. I don't get it. We're gonna have to come to terms with it. Normally I'm the Luddite but I'm not part of the openness backlash.

An ITIL process is not a unit of work

I want to call out a key issue I see over and over again in organisations' planning of their ITSM improvement (known as Continual Service Improvement or CSI - nothing to do with police forensics). An ITIL process is not a unit of work.

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.

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