The Service Management Office

A Service Management Office (SMO) is an emerging idea in ITSM which I think is a very good one. It is directly analogous to a Project Management Office. I mapped out the deliverables of a Service Management Office recently, and thought I'd share.

How I manage my time with Google Calendar

Here's a simple technique for managing my time, which a few folk have said is quite good:

My time management is in the cloud, accessible from anywhere, share with anyone. And it is free.

Progress

Everyone has a go at pop-thinking these days so here's my little contribution. Sure I'm guilty of contributing to the ill-informed conjecture by the many whose only qualification is an internet connection, but I'd rather social conjecture than the pop-ITSM which also surrounds us.

The safety razor singularity

You may have missed it. We just passed through the Safety Razor Singularity, when safety razors achieved an infinite number of blades. Given the properties of infinity, I assume that means they have achieved consciousness. I have locked my bathroom from the outside, just to be sure.

Physical conferences aren't dead

I'm a big fan of and an active participant in the TFT virtual conferences. I think they are an amazing idea. But will they kill off real-world conferences? Nope. In fact I doubt they'll even cut into their attendance much. A physical conference has five advantages over the virtual:

An idea for how to handle incidents as requests

I've tried for years to argue that you don't resolve technical issues as part of incident workflow - they're problems. But I have to face up to the fact that I'm never going to win that one. So here's a gentler option that still addresses my concerns: the Request for Restoration of Service. Does this idea have legs?

Some thoughts on the Capita JV

As many readers will know, The UK Government and a British outsourcer called Capita have formed a joint venture (JV) to own and sell the whole "Swirl" best-practice portfolio, which includes ITIL and PRINCE2. The company (which remains nameless) exists from 1st July, and will be fully operational from 1st January 2014. This is the end-game (end of days, some would say) of a journey to commercialise these frameworks that started with the mysterious disappearing 1.1.1 five years ago. OGC was run by two of the highest-paid civil servants in Britain: you don't put highly-paid execs into a tiny backwater like OGC unless it is to return a profit.

Having met Peter Hepworth (JV CEO) and Chris Barrett ("opening batsman", read: running PR interference until the JV gets a formal PR voice of its own) at the SDI13 conference in Birmingham, I thought it was time to write down a few thoughts I have over the JV.

Trolls I have known

it occurred to me we haven't seen a troll on the blog for some time. I think this reflects the decreasing prominence of blogs: the trolling goes on elsewhere. The optimists amongst you might interpret it as demonstrating increasingly civilised behaviour on the Internet but somehow I doubt that. Anyway, I thought it might be fun to revisit some of the trolls of the past on the IT Skeptic blog.

In service support, changing the channel changes little

I'm all for improving the support channels, and social media can do that. But don't confuse that with any fundamental change in how we do - and ought to do - service support.

recent pics

Some recent snaps of the IT Skeptic and friends...

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