Tweet When you start looking at the reason why many SLAs fail to deliver upon their expectations, you often see that the Service Level ManagementRead More »SLAs come with a process attached, says ITIL Service Management
Tweet To continue on the subject of Cloud Computing and ITSM, I started thinking about Service Level Management. What effect does Cloud computing (potentially) haveRead More »Service Level Management for cloud computing
Tweet I had a brain wave yesterday… (!) All of a sudden it dawned on me that a ‘want’ is not the same as aRead More »ITIL Service Management – or how to deal with customers who say: "I want – I want – I want…"
ITIL Service Strategy: Demand Management, and the top 4 resistance you can expect during implementation
Tweet Every process that you implement into the organization, will initiate some form of resistance. A large component of your project planning should revolve aroundRead More »ITIL Service Strategy: Demand Management, and the top 4 resistance you can expect during implementation
Tweet After spending many years in the ITSM / ITIL space I notice that everything in time becomes a best practice, good practice or badRead More »How ITIL Service Management saves Europe from the recession
Tweet Once upon a time, really not that long ago… approx. 3 years to be exact…. I wanted to improve our business processes to enableRead More »Lessons learnt from running Cloud Computing without ITIL Processes
Tweet This week I have been engaged in an email discussion on the subject of the limits of ITIL when it is used in aRead More »Does ITIL still cover all Service Management aspects when you utilize Cloud Computing?
Tweet Today I presented at the Queensland chapter meeting of the itSMF usergroup. The topic I was asked to present on was on the connectionRead More »itSMF Brisbane presentation – how ITIL and ITSM saves the Cloud Computing Providers
Tweet No, it’s not a bad thing to compare ITIL Service Level Management to manipulation! Basically, what I mean to say is that we asRead More »The secret of ITIL Service Level Management is… manipulation!
Tweet When I teach my students about the ITIL process of Information security Management the biggest concept to teach is the acronym CIA: Confidentiality IntegrityRead More »ITIL Information Security Management – the facebook way