itsm

ITIL V3 Intermediate course – OSA

November 29, 2011

WOW – what a week it has been! I have been a busy little bee… teaching a new course in a country where I don’t speak the language is one of those experiences that you don’t get every day! As a person and as an IT Service Management Professional you can’t help but learn and [...]

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Are you a star??

November 26, 2011

I just received Bob Lefsetz’s newsletter and it resonated with me. I must admit that a lot of Bob’s letters go over my head as I am not familiar with the music industry, but I love his view points and honest opinions and there are always little take aways from reading his letters. Today’s newsletter [...]

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ITIL is simply not enough – Why ITSM initiatives fail before they even get started – interview with John Clark about the future of ITSM.

November 3, 2011

In September this year I attended the itSMF-USA FUSION10 conference where I finally met John Clark. During our discussions I was impressed with his approach to IT Service management and the Business Process Management approach to managing an IT organisation. To share with you some of the ideas around BPM and its role within IT [...]

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On the origin of ITIL Expert species

November 1, 2011

In the past decade I have had the pleasure of observing many IT Professionals ‘in the wild’. As a non-technical IT Professional I sometimes feel like I’m on a safari looking at all these different type of animals and staring at them in awe and wonder. They are magnificent creatures to observe, albeit sometimes a [...]

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Design your life – what ITIL/ITSM practitioners can learn from entrepreneurs

October 6, 2011

OK – I have a confession to make.. I love hanging out with other entrepreneurs and business owners. It gives me such a buzz and inspiration! When you talk to other entrepreneurs there is always a new opportunity to discuss, or a renewed focus on the business and what customers really want or need. Last [...]

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Are you an ITSM Grand Master?? or did you happen to pass your theory ITIL exam?

September 4, 2011

EVERY DAY IS A SCHOOL DAY… … has been our motto for the past 10 years, as you never stop learning and never know everything about a subject. Our students know that things change rapidly and that there is always something new that you will need to know. A new theory, a new framework or [...]

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The 6 best answers to ITIL Service Manager exam questions

September 4, 2011

As I am going through some mock exams today, I notice that most people make the same mistakes so I wanted to give an overview with hints and tips on how to create the BEST answers to the ITIL Service Management exam questions: IT IS NOT ABOUT YOU This is my first hint… when you [...]

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ITIL framework like tide in the ocean? or is this start of a tsunami?!

August 21, 2011

Where am I going with this? Well…I am starting to see the first lead indicators of a changing trend in the use of the ITIL framework. And I’ll tell you why:  in the ’80s and ’90s ITIL came up from a mainframe / Datacenter centric IT delivery model and it worked really well. This type [...]

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Keeping our focus on the end goal – how ITSM makes impact on business outcomes

June 17, 2011

Last week somebody accused me on being too much process focused and not enough focused on the end result. After my initial emotive response (and the associated defence mechanism), I started to analyse why this person would say such a thing. In my discussions with people, and in my articles I talk a lot about [...]

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Continual Improvement – what ITIL Service Management can learn from HR Management

May 7, 2011

As I was invited to speak at a Learning and Development conference in Sydney yesterday, I had the opportunity to listen to a number of the speakers. Maybe my biggest learning is that I have been too much blinded / tunnel visioned around my area of expertise. In the past 15 years I only attended [...]

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