7 tips to achieve successful ITIL implementation

business, itil
According to the members survey performed by the itSMF Asia (and administered by ITsmF International), and the presentations during the ITsmF Asia summit, the following are guaranteed success-factors for your ITIL implementation: Everything you do in IT MUST fit in with the company's goals and objectives, and having the C-level board members involved in the decision saves a lot of time trying to convince managers and team leaders at the shop-floor that this is a good thing to do. Everything you do MUST fit in with the IT strategy The reason for ITIL implementation has to be YOUR reason - don't look at other organisations as you might be comparing apples to oranges. Cost saving is NOT a result/benefit/outcome of your ITSM implementation. Use external help - according to the ITsmF Asia…
Read More

How ITSM and strict Processes and Procedures make the NAB glitch an amazing success story.

business, itsm
Last week it became very apparent what the impact can be of event management  and change control going wrong in an IT department. The National Australia Bank had a 'glitch' when a batch processing cycle went horribly wrong. First of all I am intrigued by the way the media refers to it as a glitch - considering the fact that thousands of clients have been negatively affected. (and still are after more than a week) The bank's PR department must be working overtime to streamline this process. An article in The Australian states: NAB conducts batch processing on behalf of other banks each day. When completed, a file, containing a detailed transaction history, is generated, which is then sent to the banks by NAB at the end of the day. On…
Read More

Career advice from Napoleon Hill – or: how to hire the better team member

business
We all look for ways to improve our hiring skills. Every business owner, entrepreneur and manager I talk to is struggling with finding the right people. Sure - we want them to fit the culture... but what if your culture is a fast growing business with constant changing requirements and priorities? You need a special type of people in that type of company. You need A-players at each and every level of the organisation. We look at HR gurus and hiring experts for help, guidance and expertise.. but I found that the book written by Napoleon Hill in 1937 still has the strongest voice. Check this out: it's his top 11 of "major attributes of leadership" Unwavering courage - based upon knowledge of self, and of one's occupation Self-Control. The…
Read More

What I learnt from Morten Lund, and why ITIL professionals should pay attention.

business, itil, itsm
When I listened to Morten's talk last week initially I wasn't sure if I liked it or hated it.. didn't quite know if there were lessons to be learnt and I only made a few notes. Now, reading back those notes, I see that there are a number of things that IT Professionals - and especially ITIL consultants - can learn from his story. First of all, this guy has a highly visited Wikipedia page! http://en.wikipedia.org/wiki/Morten_Lund . I mean - I don't see Robert Stroud or Rob England mentioned (yet), and they are pretty big names in the ITIL/ITSM world. It reinforces to me that the ITIL / ITSM industry is quite small - we really work in a niche of a niche of a niche. Morten invested in a…
Read More

Are visas designed to make us cheat?

business, itil
Since I am going to South America next month I have entered the wonderful world of visas again.... AARGGHH  - and it is driving me crazy! Why do visas still exist in the first place? Isn't it enough to have a checkpoint when you enter the country so that people know where you are and for how long you are staying? Why are there 5 million different visa types with an equal amount of paperwork to be filled in before applying for said visa? (OK - 5 million might be a slight exaggeration, but I am not far off.... ). Is it to discourage people from going to your country to do business / work / entertain? (Oh - this person is coming over to bring knowledge to our IT…
Read More

Now that is service with a capital S!

business, itil
I feel like I have entered in a scene of that Frasier episode where they discover 'the platinum door' ...! Every time when I travel things get better and better... first there was airline travel and shopping at the airport which is great! But then there was the Airline lounge where you could relax and unwind in between flights (as well as catching up on emails and work in general) but yesterday I entered the relaxation grotto!! HAHA - and I have no intentions of going through  the platinum door (for those of you who have seen the episode) I am quite happy where I am now! I organised a hotel pickup and expected - as per usual - to be picked up after baggage collection and customs clearance. BUT…
Read More

Be careful what you wish for… about setting goals and have success

business
Today I flew Business Class to Hong Kong. For some people that is not  a big deal, but for me it is! A few years ago I set myself a goal of flying business class before the age of 40, but had no idea that this was really achievable. Now – you have to remember that I am Dutch, so by default I am very sceptical about spending money on ‘frivolous things’. I can’t help it... it’s in my genes!! So when I set this goal for myself it was very ‘out there’.... not something that would be easy to achieve, and most people who know me well would argue that it was a ridiculous goal to set as I would NEVER achieve it! But today, about 14 months later…
Read More

ITIL Service Management – or how to deal with customers who say: "I want – I want – I want…"

business, itil, itsm
I had a brain wave yesterday... (!) All of a sudden it dawned on me that a 'want'  is not the same as a 'need'... It is quite OK to have 'wants' as long as you understand that you can easily live without any of them. (Although a friend of mine commented that 'wants' are really 'needs' at some level, which I thought was really funny!) So what does this mean for Service Level Management? Well, we all know that we need to discuss with our customers what their needs are and when you read the ITIL books there is a differentiation between stated needs and natural needs. Needs are important when we discuss the Services and Service Levels with our customers. When we discuss new services with the customer…
Read More

2 Most important things to stay in business while times are tough

business
This is a very short post as I promised only 2 things... so here is comes: 1. STOP READING THE PAPERS AND FOCUS ON YOUR BUSINESS I love this one as it is soooo true! The more time we spend on reading the articles in the paper with all the 'doom & gloom' stories, the more we are going to believe it. You become the bunny trapped in the headlights of oncoming traffic. Also - the more time you spend reading the papers; both physical papers and all the news channels you subscribe to online... the less time you have to work on the business. And these are times to have laser vision focus! 2. JOIN THE GYM Or at least start a program to stay fit! Your business needs…
Read More

The customer is king – but this doesn’t give you the right to be mean

business
Seriously - what is it with some people? I really don't understand why suppliers and vendors have to be treated poorly, like some vermin or at the very least an unpleasant specimen that you don't really want to interact with.  Is it really so horrible that a person tries to help you purchase a product or service that might be of benefit to you? OK - I understand this is a bit of a harsh beginning, so let me explain. In the past couple of weeks I have been stepping in the shoes of our sales staff. Reason? I like the interaction with our clients and potential students (usually) and it keeps me grounded. I hear first hand what is on  people's minds and how they experience my company, our…
Read More