When I was a kid, I sometimes played a rousing game of “man in the middle”. Are you familiar with that game? One person stands between two other people, trying to catch a ball that is being tossed
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I recently attended a business networking event, where by sheer luck, I met a fellow ITSM professional! Yep-that’s right, in a sea of salespeople, financial advisors, realtors, graphic designers, and other professionals, I met someone that knew what IT
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I understand. I really do. Your company has made a significant investment in a new ITSM tool. Your company needed a new ITSM tool, and it’s just been sitting in the box on your bookshelf, waiting for
Read MoreDuring my recent BrightTalk webinar, “Five PDG (Pretty Darn Good) Reasons to Define a Service Catalog”, I was asked for my thoughts regarding starting the Service Catalog when the Service Portfolio was not in-place or defined. The Service Portfolio is
Read MoreWhen I first heard that question, I was taken aback. As part of my on-boarding to the HDI Faculty, I was sitting in a Service Center Analyst class, and the discussion turned toward selecting good Service Desk Agents. One
Read MoreIn my previous blog article, “Top 10 Things Companies Don’t Think About When They’re Thinking About a Service Catalog”, I said that the number one thing that businesses do not think about is the answer to “Why are we defining
Read MoreWith a little bit of thought and planning, the Service Catalog can become one of the most valuable artifacts of an ITSM implementation....but it requires some thought and planning before starting! Here is my "Top 10" list of
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We IT people are an interesting bunch. On one hand, we often preach about how we want to be seen as a reliable and consistent service provider, so business can trust us to deliver predictable, repeatable results. We
Read MoreThe formula for having fun in your ITSM implementation to me is really simple. You need to (wait for it)…”plan”. “Plan”. Yes, it’s a four-letter word, and it’s a good four-letter word, but the lack of planning is often
Read MoreNow that I’ve been in the consulting side of ITSM for a while, I’ve noticed a pattern. Maybe it’s always been there, but I’m now really tuned into it. The success of every ITSM implementation comes down to one thing. People.
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