ITIL is the dominant language of ITSM

ITIL is the dominant language of ITSM. It may not stay that way but that's how it is for now.

A client asked me the other day what language she should use to frame discussions as she settles into her role running IT operations in a new organisation. I said it has to be ITIL.

Don't try to change culture

Should you try to change culture?

The IT Skeptic online of late

The IT Skeptic may be resting, but I'm still popping up online in webinars (and one white paper) lately:

The end of the Service Catalogue

Real IT - the reality of IT

The IT Skeptic's happy birthday

The IT Skeptic is still on sabbatical.

Today he is celebrating the 8th birthday of the IT Skeptic blog. First post was 16th May 2006.

The IT Skeptic is hanging out with his good friends Mush and Room, the creations of the ultra-talented Rui Soares. They also appear on Rui's excellent blog ITIL Blues.

Normal program will be resumed as soon as possible

The IT Skeptic is taking a rest.

what is an ITSM Major Incident? ITIL doesnt say.

This post is a little easter egg for you from the IT Skeptic. I hope it is useful!
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One of the enigmatic parts of ITIL is Major Incidents. Here are my tips for better Major Incident Management.

Social and mobile service support

Do social media and mobile devices improve support? To hear the vendors and pundits you'd certainly think so. It may not surprise you to learn I'm more skeptical.

Service Transition Phases

Oh great and mighty Wizard (see I try to pay due respect) - I'm seeking clarification on the phases in the Service Transition process to complete a workflow for my employer. In anticipation of being requested to "explain further" - in the official ITIL publication on ST why does "Release and Deployment" appear in the process flow before "Service Validation and Testing"?

Loving the customer

Treat the managers of organisations with a little respect when they choose to set their customer service levels where they do. It's a bit patronising to assume they are fools and you know more about customer service than they do. If they fail in their business strategy because of poor customer service, THEN you can dance around saying "I told you so". I don't see Comcast or Microsoft going broke because of their customer service.

Who owns the risk of an IT change?

Stuart Rance posted an interesting blog about What Is Change Management For?. Then we had an excellent discussion about it on Google+, where some great stuff came up that I want to capture here in my IP repository (or "blog" for short). Tell me what you think:

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